STUDY QUESTIONS

1.

Describe what is so special about SIA’s five elements of

its successful HR practices?

2.

Evaluate the effectiveness of each element’s contribution

toward SIA’s leadership in service excellence and cost-

effectiveness.

3.

Despite evidence that such practices help service

firms achieve higher company performance, many

organizations have not managed to execute them as

effectively. Why do you think that is the case?

4.

Why do you think ar

e US full-service airlines 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?

5.

Some of SIA’s HR practices would be illegal in the

United States and Europe (e.g., making renewal of

contracts dependent on employees maintaining their

body weight; or having all its cabin crew on time-

based contracts that are renewable every five years).

Is this fair competition (i.e., desired competition

between regulatory frameworks, as was favored by

Margaret Thatcher, former prime minister of the

United Kingdom), or is it arbitration of regulatory

environments that encourage a “race to the bottom” in

terms of employee rights?

6.

How do people feel if they are working in a culture that

focuses so intensely on customers, but cuts costs to the

bone internally?

7.

View http://youtu.be/fNEJrd6GkSY (Across the

World with the Singapore Girl) and http://youtu.be/

P5sGKR6NJBw (Singapore Airlines SQ Girl), and

discuss how these videos are perceived by SIA cabin

crew

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Status NEW Posted 08 Aug 2017 08:08 AM My Price 10.00

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