SINGAPORE AIRLINES: WHAT IT TAKES TO SUSTAIN SERVICE EXCELLENCE – A SENIOR MANAGEMENT PERSPECTIVE Jochen Wirtz and Robert Johnston1 Published in: NUS Business School Research Paper Series‚ December 2001 1 Jochen Wirtz is Associate Professor of Marketing with the NUS Business School‚ Faculty of Business Administration‚ National University of Singapore‚ 17 Law Link‚ Singapore 117591‚ Tel: +65-8743656‚ Fax: +65-7795941‚ E- mail: fbawirtz@nus.edu.sg‚ Http://www.nus.edu.sg; Robert Johnston
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EXECUTIVE SUMMARY The report is about GMG airline. The first part of this report illustrates problem definition‚ scope‚ objective‚ methodology and limitations. Then the second part of the report which is the major one discusses about the industry first‚ then overview about GMG‚ their mission‚ vision‚ objective‚ policies‚ strategies and organizational structures. According to the data provided by Bangladesh Biman‚ in 1972 it flew nearly 337‚000 passengers in the domestic sector and 367‚000 passengers
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Introduction Singapore Airlines was founded in the year 1947 as the Malayan Airways Limited (MAL) during the British invasion at the Tanah Melayu. After the events Independence in 1957‚ the Malayan Airways Limited has changed its name to Malayan Singapore Airlines (MSA). However‚ the company name should be changed again as a result of the separation of Singapore from Malaysia in 1965. This company was separated in two different entities which are the Malaysian Airlines (MAS) and the Singapore Airlines (SIA)
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Marketing Strategy China Airlines on Guam CASE SYNOPSIS: This is a case study about how a foreign carrier‚ China Airlines‚ adapts it strategy competing in the Guam-based airline industry. The case traces the company’s history on Guam from setting up its regular flight schedule between Guam and Taipei‚ through a pricing competition with its main competitor Continental Micronesia‚ to today where it occupies the sole market share of flights between these locations. In addition‚ the
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PESTLE ANALYSING FOR SINGAPORE AIRLINE Student name: Xia Zi Wen Course: Advanced Diploma Module: corporate strategy 1.0 Introduction In this essay‚ I am going to analyse the state of the market and prospects for the Singapore airline industry‚ especially on Singapore Airline‚ by using PESTLE tool. 1.1 Background Singapore Airline’s history can be tracked down to 1st May 1947‚ and more new aircraft were added to Singapore Airline (Malaysia-Singapore Airline) in the 1950s to 1960s
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Learnings from Singapore Airlines Case Study This document focuses from the perspective of teachings from class 1 of Marketing. The teachings of the class 1 are: Value for the customers‚ customer satisfaction‚ marketing approach‚ profit making at a superior service and building relationship with customer Singapore airlines goal is service excellence at a profit. Service excellence is achieved by providing a value for the
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Since its official formation dating back to 1947‚ Singapore Airlines have founded its business on world-class service quality in the airline industry. Such a reputation is built on core aspects of the airlines service delivery which includes features like the friendly service‚ prompt flights and in-flight entertainment system. As consumers‚ we only see these final outcomes and therefore‚ often forget that these qualities are a product of much planning‚ trial and of course - teamwork. The efficient
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COMPANY PROFILE Singapore Airlines Limited REFERENCE CODE: FDB4E7D4-81AF-4E6E-8771-7F06202C7046 PUBLICATION DATE: 20 Feb 2015 www.marketline.com COPYRIGHT MARKETLINE. THIS CONTENT IS A LICENSED PRODUCT AND IS NOT TO BE PHOTOCOPIED OR DISTRIBUTED. Singapore Airlines Limited TABLE OF CONTENTS TABLE OF CONTENTS Company Overview..............................................................................................3 Key Facts................................................................
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Singapore Airlines About Singapore Airlines- Singapore Airlines has come a long way since our founding in 1972‚ evolving from a regional airline to one of the most respected travel brands around the world. We fly one of the youngest aircraft fleets in the world to destinations spanning a network spread over six continents‚ with our Singapore Girl as our internationally-recognisable icon providing the high standards of care and service that customers have come to expect of us. We have made a habit
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Depreciation at Delta Airlines and Singapore Airlines 1. Calculate the annual depreciation expense that Delta and Singapore would record for each $100 gross value of aircraft. (a) For Delta‚ what was its annual depreciation expense (per $100 of gross aircraft value) prior to July 1‚ 1986; from July 1‚ 1986 through March 31‚ 1993; and from April 1‚ 1993 on? Prior to July 1: (100-10)/10 = $9 annual depreciation From July 1‚ 1986 through March 31‚ 1993: (100-10)/15 = $6 annual depreciation From
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