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Safety and customer service: contemporary practices in diversity, organizational development and training and development in the global civil aviation industry

Safety and customer service: contemporary practices in diversity, organizational development and... The commercial aviation industry is an extremely competitive, safetysensitive high technology service industry. Socio‐technical systems, employees and customers must be the arenas of an organization’s core competencies. The implications are vast and pervasive affecting no less than the organization’s structure, strategy, culture and numerous operational activities. In this article, select findings of a human resource management (HRM) audit are compared to the findings of a review of the literature on diversity, organization development (culture) and training and development. The audit, conducted by 13 executives from their respective organizations, contains extensive data on airlines from nine countries from around the globe. In this article we seek to extend the discussion of excellence in safety and customer service to applied systemic organizational HRM issues and critical success factors. Human resource management (HRM) expertise is required now, more than ever, to spearhead internal marketing strategies in order to gain employee commitment in order to foster excellence in safety and customer service. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Management Research News Emerald Publishing

Safety and customer service: contemporary practices in diversity, organizational development and training and development in the global civil aviation industry

Management Research News , Volume 27 (10): 26 – Oct 1, 2004

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References (8)

Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0140-9174
DOI
10.1108/01409170410784301
Publisher site
See Article on Publisher Site

Abstract

The commercial aviation industry is an extremely competitive, safetysensitive high technology service industry. Socio‐technical systems, employees and customers must be the arenas of an organization’s core competencies. The implications are vast and pervasive affecting no less than the organization’s structure, strategy, culture and numerous operational activities. In this article, select findings of a human resource management (HRM) audit are compared to the findings of a review of the literature on diversity, organization development (culture) and training and development. The audit, conducted by 13 executives from their respective organizations, contains extensive data on airlines from nine countries from around the globe. In this article we seek to extend the discussion of excellence in safety and customer service to applied systemic organizational HRM issues and critical success factors. Human resource management (HRM) expertise is required now, more than ever, to spearhead internal marketing strategies in order to gain employee commitment in order to foster excellence in safety and customer service.

Journal

Management Research NewsEmerald Publishing

Published: Oct 1, 2004

Keywords: Air transport engineering; Aeroplanes; Commercial aircraft

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