The new realities of airline travel came into full focus after the September 11 terrorist attacks. These horrific events escalated air rage incidents by 400%, but more importantly they put the entire airline industry under the spotlight. In subsequent years, the general public began to voice frustrations with the industry in very dramatic ways, a marked shift in consumer behavior from that of before 9/11. The International Transport Workers Federation responded with a call to action to bring about major changes to raise the airline industry to a level of service quality sufficient to meet the needs of 21st Century passengers. The quality of services that airline customers expect and the propensity toward air rage needs to be understood. Undoubtedly, some passengers are prone to air rage by factors in no way related to customer service. However, a better understanding of the customer's perception of service and airlines' offerings is one way of addressing the air rage crisis, combating the contributing factors long before they conspire to provoke a damaging incidence. Anger in the Air: Combating the Air Rage Phenomenon provides airlines with valuable input to help them better meet the service expectations of their customers and avoid instances of air rage on their flights. What do today's customers need and expect? What do airline customers perceive as the quality of services and how can the gap be closed between expectations and perceptions? The book addresses these key issues in five stages: 1.

Anger is like fire. Sometimes it can be useful, sometimes it can be destructive, sometimes it can feel that we just can't get a spark started although we feel like we’re sitting on a powder keg. We're all human and we all have anger, whether others see us as angry and bitter or smiling and carefree. This book is written to help you understand your own anger, whether it stems from fear, sadness, resentment, control, self-blame or holding on to old pain. It's written to help those who feel burdened with anger that they just can't express, those who feel the pain of almost overwhelming anger or those who find it difficult to get through the day without one really good tantrum. “To me, you are a hero... You have learned to take something negative in your life and make it a positive... a gift to others. It doesn't get any better than that. Don't doubt that you are capable of helping others...” Susan Jeffers, Ph.D. author of Feel the Fear and Do It Anyway and Embracing Uncertainty

Anger in the Air: Combating the Air Rage Phenomenon provides airlines with valuable input to help them better meet the service expectations of their customers and avoid instances of air rage on their flights. What do today's customers need and expect? What do airline customers perceive as the quality of services and how can the gap be closed between expectations and perceptions?

"First Published in 1996, Routledge is an imprint of Taylor & Francis, an informa company."

Designed specifically for the classroom, this volume presents the accurate and definitive version of Sinners, accompanied by the tools necessary to study and teach this famous American sermon. With an introduction aimed at students and teachers and commentary that draws on fifty years of team editorial experience of Yale’s Works of Jonathan Edwards, it provides both context and interpretation, and addresses the concerns and questions of a twenty-first century audience. The book contains questions for in-class discussion, a chronology of Edwards’s life, and a glossary. In addition, curricular materials and video mini-presentations are available on a dedicated Web site. This casebook represents a innovative contribution to the art of teaching Edwards to a new generation of readers.

Presents an innovative approach to couples therapy based upon a nonadversary therapeutic model that encourages partners to incorporate their conflicts and fantasies into their relationship. Sets forth a critique of the psychoanalytic, behavioral, and systems approaches and describes techniques for patient-therapist collaboration and supportive therapeutic intervention on behalf of each partner, Includes strategies for handling angry partners, withdrawn partners, polarized partners, and patients who reject the therapist's interpretations.