...John E.G. Bateson; Jochen Wirtz; Eugene Burke; Carly Vaughan Purpose – Service employees in subordinate service roles are crucial for operational efficiency and service quality. However, the stressful nature of these roles, inappropriate hire selection, and the proliferation of job boards have...

... advantage. Design/methodology/approach The paper presents an in‐depth case study based on primary and secondary data, and especially in‐depth interviews of senior management and senior flight crew. Findings The study finds that Singapore Airlines' HR practices involve stringent selection...

...C. Henderson Shows how Ritz‐Carlton Hotels have created a customer‐sensitive service. Argues that this has arisen through an appreciation of consistent service, based on the concept that employee satisfaction is directly related to customer satisfaction. Reviews the employee selection process...