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    The two Malaysia Airlines disasters in 2014: Lessons for airline management in a global context.

    Nel, Pieter

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    WBFMC 8 Dec Auckland '14.pdf (278.2Kb)
    Date
    2014
    Citation:
    Nel, 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.
    Permanent link to Research Bank record:
    https://hdl.handle.net/10652/3009
    Abstract
    This 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 future
    Keywords:
    Malaysian Airlines (MA), airline management, crisis management, sensitivity training, customer relations, public relations
    ANZSRC Field of Research:
    150701 Air Transportation and Freight Services, 150503 Marketing Management (incl. Strategy and Customer Relations)
    Copyright Holder:
    The Author

    Copyright Notice:
    All rights reserved
    Rights:
    This digital work is protected by copyright. It may be consulted by you, provided you comply with the provisions of the Act and the following conditions of use. These documents or images may be used for research or private study purposes. Whether they can be used for any other purpose depends upon the Copyright Notice above. You will recognise the author's and publishers rights and give due acknowledgement where appropriate.
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    • Management and Marketing Conference Papers [79]

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