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The story has made it to the German magazine "Der Spiegel": http://www.spiegel.de/reise/aktuell/united-us-airline-vergisst-alleinreisendes-kind-am-flughafen-chicago-a-850140.html
Commented Aug 15, 2012 on United Airlines Lost My Friend's 10 Year Old Daughter And Didn't Care at Bob Sutton
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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