emeraldinsight.com/0960-4529.htm MSQ 15‚3 A case study of service failure and recovery within an international airline David Bamford Manchester School of Management‚ UMIST‚ Manchester‚ UK‚ and 306 Tatiana Xystouri Ministry of Finance‚ Nicosia‚ Cyprus Abstract Purpose – This paper seeks to examine the effectiveness of internal processes of service quality recovery for an international airline. Design/methodology/approach – An action research methodology was adopted. The research involved: a review
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IT IS SAID THAT MALAYSIA-SINGAPORE RELATIONS HAVE EVOLVED FROM AN INHERENTLY UNSTABLE TO A MORE MATURE RELATIONSHIP. DISCUSS THE REASONS FOR THIS CHANGE AND PROSPECT OF FURTHER CONSOLIDATION OF THEIR BILATERAL RELATION 1.0 INTRODUCTION Malaysia and Singapore shares a special relationship mainly due to geographical proximity and historical linkage. It reached to a lower ebb in the 1960’s when it was termed to be a ‘Cats and Dogs relationship’ by the then Malaysian Prime Minister. The ultimate
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1. Describe the key elements of the Singapore “competitiveness” model. The key elements of Singapore “competitiveness” model are economic and political stability‚ a pro-business mindset and a focus on innovation. With an emphasis on these key elements Singapore was able grow and make itself attractive to MNC’s looking to establish international operations in South East Asia. Economic and Political Stability Before Singapore began to attract foreign-investments‚ their first Prime Minister Lee
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The Impact of Tourism on Economy of Singapore Introduction Located in the southern tip of Malay Peninsula‚ Singapore is a sovereign city-state and island country in Southeast Asia. By 2012‚ the population of the country was 5.3 million‚ composed by 62 percent citizens and 38 percent permanent residents or foreigners. As a small country with limited resources‚ it is strategized to develop itself as a trading-based and tourism-based country. In 2013‚ there were 15.6 million tourists visited the country
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Being a land-scarce country of 714.3 square kilometres and having a population density of 7‚257 per square kilometer (Singapore Department of Statistics‚ 2012)‚ every hectare of land in Singapore is extremely important to us. Over the years‚ widespread urbanisation has led to about 90.2% of our land area being developed (Tan‚ 2006)‚ exhausting much of our natural heritage in the process. Due to the limited amount of land‚ our natural heritage is insufficient to provide us with much economical
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culture. Singapore was an important trading center and port as early as the seventh century. By the fourteenth century Chinese immigrants had established a small community on the island‚ and the name Singapura‚ a word of Sanskrit origin meaning Lion City‚ was in common use. After Portugal wrested control of the region from Malaccan and Malay rulers in the sixteenth and early seventeenth centuries‚ Singapore fell into obscurity. Modern Singapore dated from the discovery
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separation REASONS FOR THE SEPERATION OF SINGAPORE FROM MALAYSIA: Economical Matters 1. A Common Market Malaysia The CG would not implement this unless SG surrenders its free port status and imposed a tax on its imports The common market would benefit SG‚ but CG was unsure it would benefit the other states as much as SG. CG wanted to protect industries in Peninsular Malaysia and ensure there is no uneven development throughout the states Singapore SG was not ready to surrender its free
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heading into a period of retirement. As this trend continues to persist‚ Singapore will face a major challenge in overcoming the problems posed by an aging population. An aging population is expected to have a negative impact on Singapore’s economy‚ community as well as the labor force. If the labor force continues to decline relative to the overall population‚ this will hinder economic development. Therefore‚ the Singapore government has introduced various schemes to enhance employability of the
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ENVIRONMENT OF VIRGIN ATLANTIC AIRWAYS Introduction The Virgin Atlantic Airways is a UK-based private international airline that started operation in 1982. Flying up to 20 destinations in North America‚ Asia and Africa‚ it is 51% owned by Virgin Group and 49% owned by Singapore Airlines (Wikipedia). It competes with other local and international airlines including British Airways‚ the biggest and leading in UK. In 2005‚ it posted $2.5B in sales and $40M net income with year-on-year
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What were the Contributions of the Immigrants? The immigrants made four important contributions to Singapore. Firstly‚ the Immigrants contributed in the building up of settlement. Secondly‚ it was the promoting of trade. Thirdly‚ they worked for the government. And finally‚ they served the community (Provided social services). The first contribution the immigrants made was building the settlement. The Chinese coolies and Indian labourers cleared the jungles making land available for expansion
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