For 16 of the past 17 years, it was named the best airline in the world's in Condé Nast Traveler's Readers' Choice Awards, and unlike a lot of its opponents, it was able to stay prosperous in the early 2000s.
But the airline's rivals have taken note of its customer service and have started following its lead. As it continues to grow, can Singapore Airlines preserve its high standards? Might it be feasible to control costs without sacrificing service? This case teaches pupils about the challenges of responding to customers and strategies for fulfilling customer demands.
Singapore Airlines Continuing Service Improvement case study solution
PUBLICATION DATE: February 17, 2011 PRODUCT #: CU110-HCB-ENG
This is just an excerpt. This case is about GLOBAL BUSINESS
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