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Teaching Case
LUX*: Staging a Service Revolution in a Resort Chain
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Teaching Case
National Library Board Singapore: World-Class Service through Innovation and People Centricity
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Teaching Case
The Royal Dining Membership Program Dilemma
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Teaching Case
Singapore Airlines: Managing Human Resources for Cost- effective Service Excellence
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Teaching Case
The Accra Beach Hotel: Block Booking of Capacity during a Peak Period
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Teaching Case
Banyan Tree: Designing and Delivering a Branded Service Experience
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Teaching Case
Uber: Competing as Market Leader in the US versus Being a Distant Second in China
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Teaching Case
Bouleau & Huntley: Cross-selling Professional Services
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Book
Flying High in A Competitive Industry: Secrets of the World’s Leading Airline
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Book
Winning in Service Markets Series
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