Abstract
The research component of the study was undertaken in two global industries
locally. The pilot study was conducted in the airline industry. Due to the very
nature of an Airline as a global operator in the service industry, the choice of
the Airline Industry as research domain was logical. There exists an
expectation that because of the global activities an Airline takes part in and
global services that it offers, it should be exceptionally positioned to embrace
globalisation and its accompanying shaping forces and trends.