Walden University ScholarWorks Walden Dissertations and Doctoral Studies Walden Dissertations and Doctoral Studies Collection 2016 Labor Relations at a Major Airline: Exploring Employee Performance Strategies Christian Popp Walden University Follow this and additional works at:https://scholarworks.waldenu.edu/dissertations Part of theOrganizational Behavior and Theory Commons This Dissertation is brought to you for free and open access by the Walden Dissertations and Doctoral Studies Collection at ScholarWorks. It has been accepted for inclusion in Walden Dissertations and Doctoral Studies by an authorized administrator of ScholarWorks. For more information, please [email protected]. Walden University College of Management and Technology This is to certify that the doctoral study by Christian Johannes George Popp has been found to be complete and satisfactory in all respects, and that any and all revisions required by the review committee have been made. Review Committee Dr. Jamie Patterson, Committee Chairperson, Doctor of Business Administration Faculty Dr. Greg Banks, Committee Member, Doctor of Business Administration Faculty Dr. Jim Savard, University Reviewer, Doctor of Business Administration Faculty Chief Academic Officer Eric Riedel, Ph.D. Walden University 2016 Abstract Labor Relations at a Major Airline: Exploring Employee Performance Strategies by Christian J. G. Popp MBA, Andrew Jackson University, 2005 BS, Embry Riddle Aeronautical University, 2000 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University September 2016 Abstract Globally, the aviation industry supports 58.1 million jobs in related industries and U.S. airlines alone generated 11.8 million jobs. Airline performance, productivity, and profitability depend on employees. The purpose of this single case study was to explore the strategies that U.S. airline leaders use to improve employee performance. The study was grounded with the Harvard model of human resource management. A stratified purposeful sample of 14 managers and 10 frontline staff from a Florida airline participated in semistructured individual interviews and a focus group, respectively. The data from these interviews were analyzed using Moustakas's modified van Kaam method. The themes that emerged from analysis included: an emphasis on the individual interaction and verbal affirmations between managers and frontline staff, additional career development opportunities for employees, not only for performing in their role but improving performance and level of commitment to the organization. Furthermore, managers and employees arrived at the same conclusion about organization culture and commitment—individuals have to feel they are contributing to the overall mission and feel valued in doing so. For the latter to occur, leaders need to engage employees in continuous dialogue and be completely transparent, and employees need to be open to feedback and share their motivations and goals. Social change implications include improved management and labor relationships within the U.S. airline industry, which ultimately benefits the flying public through greater stability and better service. Labor Relations at a Major Airline: Exploring Employee Performance Strategies by Christian J. G. Popp MBA, Andrew Jackson University, 2005 BS, Embry Riddle Aeronautical University, 2000 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University September 2016 Dedication I dedicate my doctoral work to my family and many friends. A special feeling of gratitude to my loving parents, Georg and Rosemarie Popp whose words of encouragement and push for tenacity ring in my ears. Their example to work with dedication and to aim and pursue high goals gave me the energy to continue even as things did not go as smoothly as I hoped. My sister Julia who never doubted my success in this endeavor and is very special to me. I also dedicate this doctoral study to my many friends and colleagues who have supported me throughout the process. I will always appreciate all they have done, especially Brian North, Angela Corridan, and Michael Carbone who were instrumental in securing needed approvals to collect data. I dedicate this work and give special thanks to my mentor Richard Rolland for the encouragement and fantastic leadership example he has set, which has and will continue to guide my professional development. Lastly, I want to thank my school teacher Winfried Feldes who saw my potential years before others or I recognized it. Acknowledgments I wish to thank my committee members who were more than generous with their expertise and precious time. A special thanks to Dr. Jamie Patterson, my committee chair for her countless hours of reflecting, reading, encouraging, and, most of all, patience throughout the entire process. I can say with certainty that Dr. Patterson’s commitment to my success is the reason I have the great fortune to celebrate today. Therefore, from the bottom of my heart, thank you, Dr. Patterson. I also would like to thank Dr. Banks for agreeing to serve on my committee. Table of Contents List of Table .........................................................................................................................v  Section 1: Foundation of the Study ......................................................................................1  Background of the Problem ...........................................................................................1  Problem Statement .........................................................................................................4  Purpose Statement ..........................................................................................................4  Nature of the Study ........................................................................................................5  Research Question .........................................................................................................6  Interview Questions .......................................................................................................6  Conceptual Framework ..................................................................................................7  Operational Definitions ..................................................................................................8  Assumptions, Limitations, and Delimitations ................................................................9  Assumptions ............................................................................................................ 9  Limitations ............................................................................................................ 10  Delimitations ......................................................................................................... 11  Significance of the Study .............................................................................................11  Contribution to Business Practice ......................................................................... 11  Implications for Social Change ............................................................................. 12  A Review of the Professional and Academic Literature ..............................................13  General History of HRM ...................................................................................... 14  Historical Assessment of HRM within the U.S. Airline Industry......................... 15  Developing Affective Commitment ...................................................................... 20  i Effect of HRM Strategies on Employee Behavior and Commitment ................... 23  Conceptual Framework: Harvard Model of HRM ................................................ 26  Affective Commitment Development ................................................................... 29  Leadership and Performance Culture .................................................................... 30  Stakeholder Interests ............................................................................................. 31  Situational Factors ................................................................................................ 32  HRM Policy Choices ............................................................................................ 33  Long-Term Consequences for Stakeholders ......................................................... 34  Conclusions from the Literature Review .............................................................. 40  Transition .....................................................................................................................42  Section 2: The Project ........................................................................................................44  Purpose Statement ........................................................................................................44  Role of the Researcher .................................................................................................44  Participants ...................................................................................................................45  Research Method and Design ......................................................................................47  Research Method .................................................................................................. 47  Research Design .................................................................................................... 48  Population and Sampling .............................................................................................50  Ethical Research ...........................................................................................................51  Data Collection Instruments ........................................................................................52  Data Collection Technique ..........................................................................................55  Semistructured Interview Techniques ................................................................... 55  ii Focus Groups ........................................................................................................ 55  Member Checking ................................................................................................. 55  Data Organization Technique ......................................................................................56  Data Analysis ...............................................................................................................57  Reliability and Validity ................................................................................................59  Reliability .............................................................................................................. 61  Validity ................................................................................................................. 63  Transition and Summary ..............................................................................................65  Section 3: Application to Professional Practice and Implications for Change ..................66  Introduction ..................................................................................................................66  Presentation of the Findings.........................................................................................67  Themes from Individual Interviews ...................................................................... 68  Effectively Improving Employee Performance .................................................... 69  Motivating Employees .......................................................................................... 73  Strategies that Build a Culture of Performance .................................................... 77  Strategies that Improve Employee Performance ................................................... 82  Experiences of Affective Commitment ................................................................ 88  Themes from Focus Group Interview ................................................................... 93  Setting the Airline Apart from Others .................................................................. 94  Activities and Actions that Contribute to Success of Airline ............................... 95  Effects of Decisions on Customer Interaction ...................................................... 96  Meaning of Organization Culture ......................................................................... 97  iii