Archives: Portfolios

Teaching Case

LUX*: Staging a Service Revolution in a Resort Chain

Teaching Case

National Library Board Singapore: World-Class Service through Innovation and People Centricity

Teaching Case

The Royal Dining Membership Program Dilemma

Teaching Case

Singapore Airlines: Managing Human Resources for Cost- effective Service Excellence

Teaching Case

The Accra Beach Hotel: Block Booking of Capacity during a Peak Period

Teaching Case

Banyan Tree: Designing and Delivering a Branded Service Experience

Teaching Case

Uber: Competing as Market Leader in the US versus Being a Distant Second in China

Teaching Case

Bouleau & Huntley: Cross-selling Professional Services

Book

Flying High in A Competitive Industry: Secrets of the World’s Leading Airline

Book

Winning in Service Markets Series