HBSP (USA)
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Customer Service Innovation (Spanish version)
Deshpande, Rohit; Hogan, HalCase HBS-517S16MarketingThe members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the gold standard for its innovative customer service, and the $100 million new seats project for the international market was planned to bolster that reputation. But with increased compet...Starting at €8.20