Managing People First — Bringing the Service Concept to British Airways

Abstract

Improved customer service was pinpointed as the means to improve British Airways' commercial performance. Research studies on staff attitudes were followed by a staff development programme, and a management development programme that reflected the transformation in organisation culture necessitated by BA's change from a transport bureaucracy to a public company.

Citation

Bruce, M. (1987), "Managing People First — Bringing the Service Concept to British Airways", Industrial and Commercial Training, Vol. 19 No. 2, pp. 21-26. https://doi.org/10.1108/eb004062