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Flying High in a Competitive Industry: Cost-Effective Service Excellence at Singapore Airlines, by Loizos Heracleous, Jochen Wirtz, Nitin
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Singapore Airlines (SIA) is widely acknowledged as one of the leading airlines, if not the best airline, globally. This book provides insights into a simple but intriguing question: How has SIA managed to outperform other flag-carriers for decades, in an industry where it is notoriously difficult to succeed consistently? "Flying High in a Competitive Industry" begins with an analysis of the airline industry and its key trends, moving on to a broad outline of SIA's strategic drivers of success. Empirical research was conducted at SIA to gain a deeper understanding of its strategy, core competencies and internal organization, innovation processes, and human resource practices, in order to distill strategy lessons that can inform the strategies of any organization competing in intensely competitive industries. The book ends with some strategic lessons that we believe apply to any organization that aims to achieve sustainable success in hyper-competitive markets.
- Sales Rank: #718402 in Books
- Published on: 2005-12-17
- Format: International Edition
- Original language: English
- Number of items: 1
- Dimensions: 13.78" h x 9.06" w x 23.62" l,
- Binding: Hardcover
- 248 pages
About the Author
Loizos Heracleous is an associate professor of the Said Business School at Oxford University.
Jochen Wirtz is an associate professor of marketing at the National University of Singapore and an associate fellow of the Said Business School at Oxford University. He founded the UCLA-NUS executive MBA program.
Nitin Pangarkar is an associate professor of marketing at the National University of Singapore.
Most helpful customer reviews
4 of 4 people found the following review helpful.
Great insights to a world-class service benchmark
By Ron Kaufman
Singapore Airlines has TWO very strong and successful company cultures.
The first is externally facing and everyone sees: "service excellence". The second is equally essential and embraced throughout the company: "cost-effectiveness".
It is the combination of these two cultures that wins Singapore Airlines so many awards, and such consistently high profits. Hence the accurate subtitle of an earlier edition of this excellent book: "Flying High! Cost-effective service excellence at Singapore Airlines."
The three authors of this book have a unique "inside track" to discover and reveal policies Singapore Airlines has applied for more than 30 years - with practical examples you will read and immediately understand. Singapore Airlines does not grant such access lightly.
In this new edition, the authors have added numerous updates, interviews and a case study that is as challenging as it is insightful.
If you want to learn the secrets Singapore Airlines applies on every flight, in every country, every day, this is the book to read.
Great writing about a powerful company that delivers consistently world-class service. Highly recommended.
1 of 1 people found the following review helpful.
Perhaps it would be better to be a bit more technical...
By Cheng Eng Aun
No offense by posting this... In my opinion, the book provides a nice overview of Singapore Airlines. If you know little about financial analysis and the Airline's history, this book is for you. But if you do know both, it would be far more satisfying to peruse directly the annual reports of Singapore Airlines - that provides, relatively, much more information and insight. I read the reports before reading this book, and that perhaps explain my abstinence of giving this book a 5-star.
2 of 4 people found the following review helpful.
The business secrets of Singapore Airlines - revealled!
By Ron Kaufman
Since 1990 I have flown more than one million miles on Singapore Airlines. The quality of service is consistently outstanding. Where else can you find such warm, professional, and responsive service in a brutally challenging industry?
Singapore Airlines knows the secrets to delivering spectacular service and superior profits. Finally, a well-researched and thoughtful book reveals the inside secrets of Singapore Airlines's "Cost Effective Service Excellence".
Great reading, great business lessons, great service!
Ron Kaufman, author, "UP Your Service!"�
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