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
Premium Singapore Airlines Management Customer service
the 2010 general election had been higher‚ we could have easily had a Labour or Liberal Democrat government which would have had major effects on the current policies in place in the UK. To go even further‚ if the voting percentage had been 100% in all the previous elections‚ it is claimable that every government the UK has had would be different‚
Premium Tony Blair Democracy United Kingdom
Democratic is the UK? When it comes to meeting the basic requirements for a modern democracy the UK is doing adequately. These requirements include guaranteeing basic human rights‚ separation of power between the institutions of state‚ freedom of opinion‚ freedom of religion‚ equal right to vote and good governance that lacks corruption. These are some of the key elements‚ there are clearly other factors that play a part in the definition of a democracy. Although the UK might seem like they
Free Democracy Voting Elections
India China - demographic dividend.txt Eye On: Demographics: India and China: Twin Stories of Progress? Posted by Adrienne Villani on September 24‚ 2010 This article was originally published in our new‚ redesigned fortnightly e-magazine. Sign up today! Three decades from now‚ China and India will have vastly divergent demographics. Demography underpins every segment of what is termed development – it drives the choices people make in their everyday lives‚ whether a country’s resources can sustain
Premium Demography Demographic economics Demographics
Industry Overview The airline industry is a large and growing industry. In the past years‚ air travel has been growing by 6% a year and scheduled airlines carried more than 1 billion passengers in 2008. The airline industry involves large capital requirements. For example‚ the requirements for aircraft‚ close monitor by the government regulations‚ competition from other tourist transport and the requirement to have high level of expertise to operate and manage. In the airline industry‚ aircraft manufacturer
Premium Airline Malaysia Airlines Low-cost carrier
analyzes the political‚ economic‚ social‚ technological‚ legal and environmental (PESTLE) structure in the UK. Each of the PESTLE factors is explored on four parameters: current strengths‚ current challenges‚ future prospects‚ and future risks. Summary Key findings The UK has a strong democratic system‚ but differences between coalition partners in the incumbent government pose a challenge The UK adheres to a democratic‚ parliamentary system of governance known as the Westminster system. This system
Premium Economic growth European Union United Kingdom
External Analysis of the UK Biscuit Market 1.1 Definition *and Growth *of the* UK Biscuit* Market Figure A: {draw:frame} Source: Data Monitor (2008‚ (a)) Furthermore‚ Mintel (2009‚ (a)) states how sales within the industry grew by 12.4% between 2007 and 2009‚ with both sweet and non-sweet biscuits contributing to theses impressive figures. Indeed‚ they also point out that the UK biscuit market is worth around £2.1 billion‚ so there is continuing evidence to suggest that the industry is
Premium Marketing
Preface by All Party Parliamentary Rail Group The All Party Parliamentary Rail Group (APPRG) comprises over 300 parliamentarians from both Houses who are interested in rail issues. It meets regularly in Westminster and arranges visits both in the UK and abroad. Lawrie Quinn MP and Nick Hawkins MP are the joint chairmen of the APPRG. This Report was commissioned by the APPRG as a contribution to the current debate on transport policy. It is timely in that the Government is currently undertaking
Premium Rail transport Rapid transit Public transport
Air Accidents and Investigation Procedures Air Accidents * This is an occurrence associated with the operation of an aircraft where as a result of the operation of an aircraft‚ any person (either inside or outside the aircraft) receives fatal or serious injury or any aircraft receives substantial damage. The occurrence is also not caused by the deliberate action of one or more persons and that leads to damage or injury. Types of Air Accidents * Pilot Errors - either an airplane pilot
Premium Air safety Air traffic control
THE UK RETAIL SECTOR Retailing is one of the major economic sectors of United Kingdom‚ with retail sales of £221 billion‚ employing around 3 million people and operating over 300‚000 shops. Within the sector there is a scale polarisation at both the business and the store level. The leading retailers are huge‚ multinational businesses which dominate the sector. They operate a range of stores from major hypermarkets and supercentres through to small convenience stores. Retailing is also significant
Premium Retailing Shopping mall