A post from airliners.net that hits the spot. Seems that too many need to blame someone for ills that bad attitudes bring, from the customers to the employees:
"CEOs take too much credit for good times and too much flak for bad times. I don't think this change will make a large difference fundamentally. But maybe it will be a symbolic change for the better. Hopefully the employees and customers so firmly entrenched in the Smisek hating camp will improve their attitudes. But I'm not holding my breath on that one. There's a culture of management distrust that prevents anyone from satisfying them."
And peoples attitudes, usually wrong more than they are right, almost never change. We have to find someone to take the blame but never look at our toxic attitudes or bias contributing to the problems.