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

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Authors
Nel, Pieter
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Date
2014
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Type
Conference Contribution - Oral Presentation
Ngā Upoko Tukutuku (Māori subject headings)
Keyword
Malaysian Airlines (MA)
airline management
crisis management
sensitivity training
customer relations
public relations
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.
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
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The Author
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