Flying High in a Competitive Industry

Cost-Effective Service Excellence at Singapore Airlines

Loizos Heracleous, Jochen Wirtz, Nitin Pangarkar

220 pages, parution le 01/02/2006

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Résumé

Singapore Airlines (SIA) is widely acknowledged as one of the leading airlines, if not the best airline, globally. This book provides insights into a simple but intriguing question: How has SIA managed to outperform other flag-carriers for decades, in an industry where it is notoriously difficult to succeed consistently?

Flying High in a Competitive Industry begins with an analysis of the airline industry and its key trends, moving on to a broad outline of SIA's strategic drivers of success. Empirical research was conducted at SIA to gain a deeper understanding of its strategy, core competencies and internal organization, innovation processes, and human resource practices, in order to distill strategy lessons that can inform the strategies of any organization competing in intensely competitive industries.

The book ends with some strategic lessons that apply to any organization that aims to achieve sustainable success in hyper-competitive markets.

Sommaire

Preface
The Authors
The Airline Industry: Trends, Economics, Performance and Strategic Imperatives
Key Drivers of Singapore Airlines' Performance: Strategic Choices and Resource Deployment Decisions
Achieving Cost-Effective Service Excellence at Singapore Airlines
Innovation as a Key to Sustained Service Excellence
Managing People Effectively to Deliver Sustained Service Excellence
How to Win in Cutthroat Industries: Lessons from Singapore Airlines
Index

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Mc Graw Hill
Auteur(s)	Loizos Heracleous, Jochen Wirtz, Nitin Pangarkar
Parution	01/02/2006
Nb. de pages	220
Format	16 x 24
Couverture	Relié
Poids	489g
Intérieur	Noir et Blanc
EAN13	9780071249645
ISBN13	978-0-07-124964-5