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dc.contributor.authorNel, Pieter
dc.date.accessioned2015-09-07T00:42:02Z
dc.date.available2015-09-07T00:42:02Z
dc.date.issued2014
dc.identifier.urihttps://hdl.handle.net/10652/3009
dc.description.abstractThis paper outlines some lessons for airline management from the two unrelated Malaysia Airlines (MA) tragedies that happened within 131 days. These shocking events resulted in MA management’s perhaps ineffective efforts to deal with the emotional impact on the passengers’ family members. This reaction has prompted researchers to review the tragic incidents and suggested ways for the airline management to be proactively prepared to globally deal with such extraordinary occurrences in the future. Suggestions are: Sensitivity training for managers to better manage the human (emotional issues surrounding customers and stakeholder) aspects; a transformation management training programme, including suitable action planning, to effectively deal with future crisis situations; public trust-building activities and brand image preservation programmes for management; regular management “fire drill” type training focusing on unexpected crisis processes so it can be instantly used as a fluid “ blue print “ action plan in futureen_NZ
dc.language.isoenen_NZ
dc.subjectMalaysian Airlines (MA)en_NZ
dc.subjectairline managementen_NZ
dc.subjectcrisis managementen_NZ
dc.subjectsensitivity trainingen_NZ
dc.subjectcustomer relationsen_NZ
dc.subjectpublic relationsen_NZ
dc.titleThe two Malaysia Airlines disasters in 2014: Lessons for airline management in a global context.en_NZ
dc.typeConference Contribution - Oral Presentationen_NZ
dc.rights.holderThe Authoren_NZ
dc.subject.marsden150701 Air Transportation and Freight Servicesen_NZ
dc.subject.marsden150503 Marketing Management (incl. Strategy and Customer Relations)en_NZ
dc.identifier.bibliographicCitationNel, P.S. (2014). The two Malaysia Airlines disasters in 2014: Lessons for airline management in a global context.Proceedings of World Business, Finance and Management Conference 8 - 9 December 2014 Auckland New Zealand.en_NZ
unitec.institutionUnitec Institute of Technologyen_NZ
unitec.conference.titleWorld Business, Finance and Management Conferenceen_NZ
unitec.conference.orgWorld Business, Finance and Management Conferenceen_NZ
unitec.conference.locationAucklanden_NZ
unitec.conference.sdate2014-12-08
unitec.conference.edate2014-12-09
unitec.peerreviewedyesen_NZ
unitec.identifier.roms57260en_NZ


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