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商品編號： 9-504-025 出版日期： 2003/07/22 作者姓名： Deshpande, Rohit;Hogan, Hal 商品類別： Marketing 商品規格： 27p 再版日期： 2011/04/07 地域： Singapore 產業： Airline industry 個案年度： 2001 - 2001
商品敘述：
The 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 competition in the airline industry and the dramatic drop in travel after the September 11 terrorist attacks in the United States, the main agenda item for the management committee was how to cut costs.
涵蓋領域：
Brand management;Customer retention;Customer service;Decision making;Global marketing;Innovation;Recessions
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