Preface -- Groundwork : understanding and diagnosing change -- Managing change : stories and paradoxes -- Images of change management -- Why change? : contemporary drivers and pressures -- What to change? : a diagnostic approach -- Implementation : the substance and process of change -- What...

The travel industry is characterised by fierce rivalry, high threat of entry by would-be competitors, high supplier and consumer power and a developing threat of substitutes (especially online). However, despite this, Flight Centre, an Australian travel agency, has managed to achieve an...