Please note: This is a companion version & not the original book. Book Preview: #1 You are the director of in-flight services for a major airline. You are responsible for 2,000 flight attendants who provide passenger service and cabin safety. The most important factor affecting repeat business is the quality of the service passengers receive. #2 The strategies used by two airlines to structure and lead their flight attendants illustrate two radically different alternatives for structuring and leading work teams. #3 The airline carefully designed a cabin product and in-flight delivery routines to achieve its ambitious objective of providing every passenger with such a degree of service that they were committed to the airline for their next trip. #4 The flight attendants at this airline were very skilled and experienced, and they had more than enough knowledge to execute the work. The company was able to be very selective about whom it hired.
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