Performance management at International Air Transport
Introduction
This chapter examines staff motivation and its relationship to performance and compensation factors in a competition-intensive air freight transport industry. Poor customer service and the need to improve company image led to the integration of a number of human resource, marketing and management factors to resolve the problems in the company. Motivation was the major concern, a lack of which was leading to reports of poor customer service.
The introduction of a performance management system that was related to customer service and remuneration resulted in a reduction in customer complaints, higher staff morale and a better bonus and remuneration system for staff. This in ...
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