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...

Suggestions for improvements in service quality in hospitality operations frequently advocate the use of empowerment as a strategy for the management of employees. Analysis of employer initiatives that claim to empower employees needs to distinguish those initiatives labelled empowerment and...

Total quality management (TQM) principles are now being applied in service industries in the UK, following their perceived success in manufacturing industries, with the particular aim of improving service quality. In financial services the impetus behind the adoption of quality programmes is...

Increasingly both academic and industrial commentators advocate that a commitment to service quality improvement requires the development of “service driven culture” or a “total quality culture”, based on approaches to human resource management which ensure greater employee involvement...

Service organisations are striving to increase the quality of the services they offer. They are also using a wide variety of people management techniques. These two activities can sometimes come into conflict. This article examines a variety of management practices, particularly from human...

Purpose The purpose of this paper is to examine the superiority of comparative evaluation or relative attitudinal measurement approach in which the respondent evaluates one object with direct comparison with other objects. The study uses comparative and non-comparative approaches to examine the...