MANAGING FOR HIGH PERFORMANCE? PEOPLE MANAGEMENT PRACTICES IN FLIGHT CENTRE RICHARD DUNFORD* AND IAN PALMER** T he travel industry is characterised by fierce rivalry, high threat of entry by would-be competitors, high supplier and consumer power and a developing threat of substitutes (especially online). However, despite this, Flight Centre, an Australian travel agency, has managed to achieve an exceptional performance record in terms of profitability and share price. In this paper we focus on the…
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