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

Steven H. Appelbaum (Concordia University Research Chair in Organizational Development and is Professor of Management at the John Molson School of Business, Concordia University, 1455 de Maisonneuve Blvd., West, Bureau GM 503‐9, Montreal, Quebec, Canada H3G 1M8)
Brenda M. Fewster (Interlibrary Resource and Research Specialist, Webster Library, Concordia University, Montreal, Quebec, Canada H3G 1M8)

Management Research News

ISSN: 0140-9174

Article publication date: 1 October 2004

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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.

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Citation

Appelbaum, S.H. and Fewster, B.M. (2004), "Safety and customer service: contemporary practices in diversity, organizational development and training and development in the global civil aviation industry", Management Research News, Vol. 27 No. 10, pp. 1-26. https://doi.org/10.1108/01409170410784301

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited