COMPONENTS

1

2

3

4

Organizational practices

and processes

S5 5. Managers in the organization convey the importance of performing flawless service to employees in regular intervals.

0.828

S6 6. The importance of performing flawless service is emphasized with means of written communication (e-mail, pinboard, notice board) in my organization.

0.776

S3 3. A lot of money has been spent to perform the service in a safe way.

0.595

Foreign

customers

S15 15. Controllers are always tend to meet the expectations of pilots more than they demand

0.812