Assignment Task: 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.
Please answer the following questions in a well-integrated essay:
Question 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? Need Online Assistance?
Question 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.
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.