After reading required materials in Module 4, review the following case (which is the same case read for Case 4):
Wirtz, J., & Heracleous, L. (2012).
Singapore Airlines: Managing human resources for cost-effective service excellence
. Retrieved from
Please answer the following questions in a well-integrated essay:
1.
Why do you think U.S. full-service airlines are largely undifferentiated, low-quality providers? What are the reasons that none of the full-service airlines positioned itself and delivers as a high service quality provider?
2.
How might people feel if they are working in a culture that focuses so intensely on customers, but cuts costs to the bone internally?
Bring in
at least 2 library sources to help strengthen your discussion.
Your paper should be
at least 2-3 pages, (not including the cover sheet and reference list). Deal with these issues in an integrated fashion, not as a series of individual questions.
Please upload your paper by the module due date.
SLP Assignment Expectations
Demonstrate critical thinking and analysis of the relevant issues and HRM actions, drawing on your background reading and research.
Information Literacy: Evaluate resources and select only library/Web-based resources that provide reliable, substantiated information.
Give authors credit for their work. Cite sources of borrowed information in the body of your text as footnotes or numbered end notes, or use APA style of referencing.
Prepare a paper that is professionally presented (including a cover page, a list of references, headings/subheadings, and a strong introduction and conclusion). Proofread carefully for grammar, spelling, and word-usage errors.
