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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business interactions include: • “When entering the meeting environment‚ let a senior member lead‚ followed by the next senior member‚ and so on. This follows local custom and allows your hosts to keep tabs on who ’s who. Hierarchy reigns. The Singapore team will sit facing the visiting party‚ with persons of equal rank sitting opposite each other” (Worldroom‚ para. 6) • “Always wait to be told where to sit. There is a strict hierarchy that must be followed” (Kwintessential‚ Business Etiquette
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CULTURAL POLICY IN SINGAPORE: NEGOTIATING ECONOMIC AND SOCIO-CULTURAL AGENDAS1 Lily Kong Associate Professor Department of Geography National University of Singapore Kent Ridge Singapore 119260 Email: lilykong@nus.edu.sg Fax: 65-7773091 Geoforum For Special Issue on “Culture‚ Economy‚ Policy” 2000 This paper was written while I was Visiting Fellow at the Institute of Oriental Culture‚ Tokyo University. I would like to record thanks to Assoc Prof Tong Chee Kiong for facilitating my
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According to the Singapore Tourism Board‚ Singapore posted an estimated S$13.8 billion in tourism receipts from January to December 2007‚ representing an 11.3% increase over January to December 2006. This had exceeded the target of S$13.6 billion for 2007‚ and set a new record for tourism receipts. · In 2007‚ Singapore welcomed 10.3 million visitors‚ registering a growth of 5.4% over 2006 (9.7 million visitors). This is the highest annual visitor arrivals recorded for the Singapore tourism sector
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Description of the campaign: The Fall of Singapore is considered to be one of Britain’s worst defeats in the World War II. It occurred on 15 February 1942 and marked a dramatic victory for the Japanese. It displayed the immense power of Japan and the threat they had upon many countries in the world. This battle involved both savage methods and ended with the atomic bombing on Hiroshima in August 1945. Following the Japanese attack on Pearl Harbor‚ Japan was able to pursue their other military
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Introduction Background Of Foreign Labour in Singapore Since the day Singapore gained independence‚ the growth of the economy had been advancing tremendous over the past four decades. The influx of foreign labour has been playing an important role towards the Singapore economy. Even up to today‚ Singapore‚ itself with scarce resources‚ could only rely on human resource to sustain the economy growth. With a tightening labour market and a low unemployment rate‚ this gradual increase in foreign
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Introduction In Singapore industrial relations is important as Singapore is a hub for global activities‚ if Singapore were to be an inequitable place to work in‚ it will result in Singapore being unattractive to people to work in and firms would not be enticed to expand their business in Singapore leading to low job creation. There are various systems in place in Singapore to create an equal playing field in industrial relations. But no system is perfect‚ in the essay I would be talking about the
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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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GAC023 Assessment Event 1: Environment Issue Investigation Water Scarcity in Singapore Student’s Name: Tiffany Yu Student ID#: JPCH25573 Teacher: R. M. Waterfall Due Date: Jan 24th Word Count: 1773 Table of Contents Abstract 1 1.0 Introduction 1 2.0 Methodology 2 3.0 Findings 2 4.0 Discussion 4 5.0 Conclusions and Recommendations 5 Reference Lists 6 Appendix 7 Abstract With the rapid development of industrialization and globalization‚ water issues are increasingly serious today
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– A case Of Singapore Airlines Prepared by: Mai El Haddad‚ Siyuan Wu‚ Wenyan Tang and Talisa Maulgue TABLE OF CONTENTS Introduction........................................................................................................................................................................ 2 Overview of the industry............................................................................................................................................... 2 Singapore Airlines ..
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