The Air Mauritius story: how HR can impact company culture

Abstract

Purpose – The purpose of this paper is to show how HR can quickly impact, create and develop a company’s overall culture of service. When HR leaders seek to guide their companies through essential cultural changes, they can earn a seat at the table. Design/methodology/approach – Once a struggling airline, Air Mauritius took steps to overhaul its culture. This case study outlines the steps taken by the airline and explains how HR leaders can use those steps to play a more vital role in their companies. Findings – HR leaders should seek to make key cultural changes within a company, as they can lead to substantial measurable results. By creating a service culture, Air Mauritius returned to profitability, earned a 4-Star Skytrax rating and improved employee engagement and customer satisfaction. Originality/value – By shining a light on a unique company and its island home nation, this case study provides valuable advice to HR leaders on how they can use cultural changes to play a more significant role in their companies.