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This being said, it would be remiss of me not to mention the forth major contributing factor to the current demise of the airlines: themselves.
What makes this inference so starkly obvious to me is that not all airlines share the same concerns. Southwest has a new book out (The Southwest Airlines Way: Using the Power of Relationships to Achieve High Performance) that continues to share its not-so-secret formula with the slew of underachievers in the marketplace. Jet Blue has raised the bar by simply treating its customers like human beings, as opposed to cattle or sardines (a revolutionary notion wouldn’t you say?), or putting it differently, correctly implementing a concept I call reward and punishment...
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