A bum deal for airline passengers

Prof Jochen Wirtz from the Dept of Marketing and Vice Dean (Graduate Studies) at NUS Business School, noted that the United Airlines incident in which a passenger was forcefully evicted from his plane seat, illustrated a spectacular failure of service culture, and added that the key lesson for any service organisation is that contingency procedures need to be in place before circumstances spiral out of control. He opined that such a downward spiral is very hard to reverse and that recovery will need strong leadership to address fundamental organisational failures.

• The Straits Times, 13 April 2017, Opinion, pA31