MONTREAL: The International Federation of Air Line Pilots’ Associations (IFALPA), the International Federation of Air Traffic Controllers’ Associations (IFATCA), and the International Transport Workers’ Federation (ITF), are united in their condemnation of all forms of workplace harassment and violence. Workplace harassment happens in all sectors, all global regions, and in all industries. However, in a world shifting rapidly towards total condemnation of workplace harassment, aviation often lags behind other industries.
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The Service quality strategy, as an organizational plan to achieve quality programme, should consider the development of Quality framework that the organization will be compelled to adopt. The identified service gap (that is, the difference between the organization offerings and service-users’ requirements / expectations) will determine the Service quality strategy.