Managing human resources for service excellence and cost effectiveness at Singapore Airlines

By Jochen Wirtz. 2008

112 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/de0ab3fcce9faf87610183f4e0c5c022e6fb2fe2

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In Economics and Econometrics

Citations in the corpus

Service quality and turnover intentions as perceived by employees (2011, background): “Research background and hypotheses Employees’ perceived service quality Previous research has suggested that managerial practices and other job-related antecedents are critical determinants of employees’ frontline behaviors in creating service excellence (e.g. Hartline and Ferrell, 1996; Sellgren et”
Core values – the entrance to human satisfaction and commitment (2012, background): “In the same way the literature focusing on service has emphasised the importance of the role of employees (Wirtz, Heracleous, & Pangarkar, 2008 ; Slatten, Svensson, & Svari, 2011 ) parallel with increasing number of research results documenting a positive interrelationship between work outcomes an”
Make it memorable: customer experiences in winter amusement parks (2011, background): “Disney is a company that directs much effort into teaching the staff how their interactions should proceed with customers, and others account for the success of Singapore Airlines by their superior standard of service ( Wirtz et al. , 2008”
Emotion Display Rules at Work in the Global Service Economy: The Special Case of the Customer (2010, background): “…and practices; for example, through training that “the customer is always right,” gathering performance feedback from customers, and customers’ impact on tips or commissions (Hochschild, 1983; Lynn and Latane, 1984; Lynn et al., 1993; Rafaeli, 1989; Wirtz et al., 2008; Wirtz and Lee, 2003).”