New competition has led to doubts Singapore Airlines’ reputation for in-flight services. The key to maintaining or improving service quality is the attitude and competence of the flight attendants. The company has now discovered that there may be problems in this group. This is a rewritten version of earlier cases of DD Wyckoff.

New competition has led to doubts Singapore Airlines’ reputation for in-flight services. The key to maintaining or improving service quality is the attitude and competence of the flight attendants. The company has now discovered that there may be problems in this group. This is a rewritten version of earlier cases of DD Wyckoff.
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from
Christopher W.L. Hart,
Lucy N. Lytle
Source: Harvard Business School
19 pages.
Release date: 07 October 1986. Prod #: 687022-PDF-ENG
Singapore Airlines (A) HBR case solution