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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recommendations would be provided‚ in attempts to correct any existing or identified issues‚ such that SIA would be able to boast higher profit margin and substantial growth within the next few years. The History of the Singapore Airline (SIA) The history of SIA is traced starting from 1 May 1947 where the Malayan Airways Limited (MAL) is under the twin-engine Airspeed consul scheduled service. The main route were from Kallang Airport to 3 states of Malaysia‚ namely Kuala Lumpur
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Introduction This report will outline Singapore Airlines (SIA) business’ environment to aid in its future strategy formulation and planning. Firstly‚ this report will analyze the business environment of the organization‚ which is to be considered in its strategy formulation. Next this report will explain the process of strategic planning that is to be implemented in SIA. 2.Company background The Company (SIA) was incorporated as a wholly-owned subsidiary of the Singapore government through Temasek Hldgs
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Introduction “Singapore Airlines is a global company dedicated to providing air transportation services of the highest quality and to maximizing returns for the benefit of its shareholders and employees.” Singapore Airlines’ Mission Statement The company has come a long way since its foundation in 1972 (Singapore Airlines [SIA]‚ 2014a). It grew from a regional airline to one of the most recognized carriers in the world. In 2006‚ with its icon‚ Singapore Girl‚ and its premium class offer‚ Singapore Airlines
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SINGAPORE INTERNATIONAL AIRLINES Air travel remains a large and growing industry. Despite being plagued by several factors such as overcapacity‚ commoditization of offerings and cutthroat rivalry to name a few‚ it facilitates economic growth‚ world trade‚ international investment and tourism. This case study will analyze the external factors affecting the airline industry‚ analyze the internal factors affecting Singapore International Airlines (SIA) and critically discuss the different generic
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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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1.0 Introduction – Singapore Airlines Ltd Singapore Airlines (SIA) once again is hitting the headlines with plans to restart the world’s longest commercial flight between Singapore and Los Angeles‚ and Newark with the fuel efficient ultra-long-range Airbus-350s in 2018; its new First Class and Business Class designs launched on its next batch of 5 A380 superjumbos in 2017. In 2013‚ SIA made a strategic decision to cut long haul direct flights to New York & Los Angeles after high fuel charges and
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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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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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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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