How do you promote a restaurant if you are restricted in your ability to advertise? This question has been exercising the Salisbury YMCA of Hong Kong which suffered a 15 percent decline in customers of its Food and Beverage Division between 1994/1995 and 1998/1989. Being a non‐profit making,...

Ensuring customers are satisfed by delivering ‘value’ poses a number of challenges dependent not only on the product or service offered but also the type of customer served. Who are your customers and what are their requirements? When and where should value be delivered? To what extent are...

Ten million pounds for an excellence programme sounds considerable. But a complete ‘makeover’ of a corporate culture was never going to be cheap. Launched by the then new chief executive Antoine Cau in 1998, three years and one million training hours later, the Forte Hotel Group’s...

Singapore Airlines (SIA) is consistently recognized as the world’s “best” airline. It is regularly voted “best business class”, “best cabin crew service”, “best in‐flight food”, “best for punctuality and safety”, “best for business travelers”, “best air cargo...

Purpose – The purpose of this paper is to describe the development and evaluate the competitive strategy of Emirate Airlines. Design/methodology/approach – The paper outlines Emirates' history and discusses the factors that have contributed to its remarkable record of profitable growth....

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and...

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places...