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Dr Sutton, I would like you to comment - has the USA allowed United to grow to such an oligopolistic scale, that travelers are essentially unable to ‘vote with their wallet’ and choose another airline? If so, what do you suggest should be done differently in evaluating airline mergers? And if airline oligopolies lend themselves to horrible and unaccountable customer service, what about TBTF banks? Thank you.
United Airlines Lost My Friend's 10 Year Old Daughter And Didn't Care
My colleague Huggy Rao and I have been reading and writing about something called "felt accountability" in our scaling book. We are arguing that a key difference between good and bad organizations is that, in the good ones, most everyone feels obligated and presses everyone else to do what is in...
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Aug 15, 2012
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