Kung-fu service development at Singapore Airlines

Business Strategy Review

Volumn 16, Issue 4, 2005, Pages 26-31

  Heracleous, Loizos ^a   Wirtz, Jochen ^b   Johnston, Robert ^c  

^a UNIVERSITY OF OXFORD   (United Kingdom)

^b NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

^c UNIVERSITY OF WARWICK   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 29244452568     PISSN: 09556419     EISSN: 14678616     Source Type: Journal    
DOI: 10.1111/j.0955-6419.2005.00376.x     Document Type: Review

References (6)

1. Costa, P R, Harnet, R S, and Lunquist, J T (2002), "Rethinking the aviation industry", McKinsey Quarterly, Special edition: Risk and resilience.
2. Heracleous, L & Wirtz, J (2005), "Biometrics meets services", Harvard Business Review, "Breakthrough ideas for 2005", February: 48.
3. Heracleous, L, Wirtz, J and Johnston, R (2004), "Cost-effective service excellence: Lessons from Singapore Airlines", Business Strategy Review, 15, 1.
4. Heracleous, L, Wirtz, J & Pangarkar, N (2006), Flying High in Competitive Industries: Cost effective service excellence at Singapore Airlines, McGraw-Hill.
5. Staw, B, Sanderlands, L & Dutton, J (1981), "Threat-rigidity effects in organisational behaviour: A multi-level analysis", Administrative Science Quarterly, 21.
6. Wirtz, J and Johnston, R (2003), "Singapore Airlines: What it takes to sustain service excellence", Managing Service Quality, 13, 1.