emeraldinsight.com/0960-4529.htm MSQ 15‚3 A case study of service failure and recovery within an international airline David Bamford Manchester School of Management‚ UMIST‚ Manchester‚ UK‚ and 306 Tatiana Xystouri Ministry of Finance‚ Nicosia‚ Cyprus Abstract Purpose – This paper seeks to examine the effectiveness of internal processes of service quality recovery for an international airline. Design/methodology/approach – An action research methodology was adopted. The research involved: a review
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MALAYSIAN LEGAL SYSTEM TOPICS CLASSIFICATION OF LAW 1. Public law (Between the Individuals and the State) 2. Private Law (Between the Law and Individuals) 3. International Law (Law between States) SOURCES OF LAW 1. Historical Sources 2. Place 3. Legal Sources: a) Written Law b) Unwritten Law Written Law Unwritten Law Syariah Law - Federal Constitution - Principles of English
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as it does astride the typhoon belt‚ in the active volcanic region known as the “Pacific Ring of Fire‚” and in the geologically unstable region between the Pacific and Eurasian tectonic plates. The Philippines also suffers major human-caused environmental degradation aggravated by a high annual population growth rate‚ including loss of agricultural lands‚ deforestation‚ soil erosion‚ air and water pollution‚ improper disposal of solid and toxic wastes‚ loss of coral reefs‚ mismanagement and abuse
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The Airline Industry Annise Hawkins Strayer University ECO 550 Dr. Youngblood January 28‚ 2012 According to First Research (2010)‚ the main products or service in the industry is air transportation. This includes the scheduled or unscheduled transportation of passengers‚ mail or cargo. The bulk of the revenues in the industry (estimated by first research (2010) to be 70% of total revenues) come from the scheduled transportation of passengers. Cargo and express mail contribute
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What makes me a Malaysian? Malaysia is a constitutional monarchy in south-east Asia consisting thirteen states‚ and three federal territories. The country is separated by South China Sea into two regions. There are Peninsular Malaysia and Malaysia Borneo (also know as east Malaysia).and also the former shares a border with Thailand to the north‚ with Singapore lying at its southern tip. Moreover‚ halfway up the peninsula on its eastern side is Kuala Lumpur‚ the nation ’s capital. Contingency
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an extension of probation and 5% leave. Senior managers at SIA believe that everyone‚ no matter how senior‚ has a training and development plan with clear goals. The famous ‘‘Singapore Girl’’ undergoes training for 15 weeks‚ longer than any other airline and almost twice as long as the industry average of 2 months. Thistraining includes not only functional skills such as food and beverage serving and safety training‚ but also soft skills of personal interaction‚ personal poise‚ grooming and deportment
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Deregulation of the airlines in 1978 forced the industry to rethink their business strategy in order to be successful during a period of widespread operating losses due to an economic recession‚ striking air traffic controllers and brutal price wars. The poster child for innovation during this period was Astro Airlines founded in 1980 by its charismatic leader‚ Arthur Burton. Enthusiasm‚ excitement and optimism were watch words used to describe the atmosphere at Astro Airlines in the initial years
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Acknowledgement In the name of Allah‚ the Most Gracious‚ the Most Merciful Alhamdulillah‚ all praises and gratitude to Allah the All Mighty for his blessings and also for giving us the strength and patience to complete the comparative study of annual report. First of all we would like to express our thankfulness to She has indeed given us high encouragement and really put an effort to make sure we complete the assignment successfully. Her invaluable help of such constructive
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MALAYSIAN INDUSTRIAL RELATIONS INDUSTRIAL RELATIONS Definition Systems that encourage industrial harmony It is for the regulation of relations between employers and workmen or employees and their trade union and the prevention and settlement of trade disputes. Focus on 3 aspects: – – – Relation between employer and union Employment law Discipline procedures and terminating service contract Importance of IR One of the important aspects in human resource management To create a harmonious relation
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described as rojak (a spicy mixed salad)—goes back a long way‚ to the earliest habitation of the Peninsula. Since then‚ there have been continuous waves of immigrants from virtually all directions. Over time‚ increasing inter–ethnic contacts and influences have resulted in a polyglot nation of ethnicities‚ religions‚ cultures and traditions. This volume introduces the various ethnic groups that call Malaysia home—described by anthropologists‚ historians and other specialists—and captures the essence
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