Management of Organisational Culture: Impact on Employee Performance

The aviation industry has suffered tremendous turbulence some years past. Airlines have suffered from a number of key developments and shocks to the external business environment, including the Severe Acute Respiratory Syndrome (SARS) epidemic, the Gulf War and the surging oil prices that accompanied it, and the heightened competition between the legacy and low-cost airlines. This investigation drew on the available secondary data. This study initially defined in concrete terms the aim, objectives and gave an overview of the structure of the work. The literature reviewed revealed the meaning of culture and its boundaries in various ways. According to the results, all the airlines in this study have put in place well thought out policies, programmes, business strategies, and models for their business operations. There are however differentials in their approach to the practice of quality service culture which resulted in different quality standards in service offerings. Recommendations were made for the airlines to implement fully the policies and programmes within their business to improve on the aspects of quality service that were seen to be unsatisfactory to the customers.