Review the following case
Wirtz, J., & Heracleous, L. (2012). Singapore Airlines: Managing human resources for cost-effective service excellence. Retrieved from http://docplayer.net/2716897-Singapore-airlines-managing-human-resources-for-cost-effective-service-excellence.html
Please answer the following questions in a well-integrated essay:
- Describe what is unique about SIA’s five elements of its successful HR practices.
- Evaluate the effectiveness of each element’s contribution toward SIA’s leadership in service excellence and cost effectiveness.
- Despite evidence that such practices help service firms achieve higher company performance, many organizations have not managed to execute them as effectively. Why do you think that is the case?
- Some of SIA’s HR practices would be illegal in the U.S. Is this fair competition, or are those HR practices encouraging a “race to the bottom” in terms of employee rights?