Book Review: Flying High in a Competitive Industry: How Singapore Airlines Achieves Cost-Effective Service Excellence.
Authors: Loizos Heracleous, Jochen Wirtz and Nitin Pangarkar Publisher: McGraw-Hill – 246 pages Book Review by Nano Khilnani The airline industry is a nightmare for investors, owners and managers, with its intense price competition, costly personnel compensation, pay hike demand and strikes by unions, rising fuel costs, atrociously complex government regulations, frequent crashes, acts of terrorism and political upheavals. If anything can go wrong in any business, it is much more likely to go wrong in the airline business. It is a dog-kill-dog and often dog-eat-dog industry, with numerous mergers and acquisitions of other airlines in efforts to cut costs and raise revenues. But there is one airline that has not only overcome these challenges and consistently delivered excellent service to customers, but also turned a profit year after year since it started in 1972: Singapore Airlines. I have flown on Singapore Airlines (SIA) several times and my experience was superbly pleasant and memorable. On time in departing and arriving, spotlessly-clean and new aircraft, courteous flight attendants who anticipate customers’ needs, superior cocktails and delicious food – all on smooth, quiet flights. This book by three professors in business subjects at the National University of Singapore (NUS) looks at how SIA became the leading airline in the world, is the only airline in Fortune’s list of the world’s most admired companies, has been chosen frequently in customer polls as...
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