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9780071281966

Flying High in a Competitive Industry Secrets of the World's Leading Airline

by ; ;
  • ISBN13:

    9780071281966

  • ISBN10:

    0071281967

  • Edition: 2nd
  • Format: Hardcover
  • Copyright: 2008-12-09
  • Publisher: McGraw-Hill Singapore - Professional
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Summary

The Singapore Airlines way toextraordinary managementConsidered by many the best-run airline in the world,Singapore Airlines was named the 17th most admiredcompany in 2007 byFortune. Even today, while otherairlines are plummeting, Singapore Airlines continues tosucceed.Flying High in a Competitive Industryexplainsexactly how the company does it.Offering careful analyses of key airline trends, theauthors provide lessons readers can apply to their ownorganizations, such as how to create cost-effectiveexcellence in service, recognize corporate misalignment,and develop best practices for human resources.

Author Biography

Loizos Heracleous is an associate professorof the Said Business School at Oxford University.
Jochen Wirtz is an associate professor ofmarketing at the National University of Singapore and anassociate fellow of the Said Business School at OxfordUniversity. He founded the UCLA-NUS executive MBAprogram.
Nitin Pangarkar is an associate professor ofmarketing at the National University of Singapore.

Table of Contents

Prefacep. xi
About the Authorsp. xvii
The Airline Industry: Economics and Strategic Trendsp. 1
Airline Industry Structure: Disastrous Performance and the Route to Successp. 37
Key Drivers of SIA's Performance: A Struggle Choice and Resource Deployment Perspectivep. 63
Achieving Cost-Effective Service Excellence at SIAp. 87
Innovation as a Key to Sustained Service Excellencep. 115
Managing People Effectively to Deliver Sustained Service Excellencep. 139
How to Win in Cut-Throat Industries I: Achieving Strategic Alignmentp. 169
How to Win in Cut-Throat Industries II: Strategy, Competencies, Innovation and Culturep. 191
Case Study Strategy and Organisation at SIA-Creating a Global Championp. 215
Indexp. 241
Table of Contents provided by Ingram. All Rights Reserved.

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