Originally Posted by bp888
I might add that it's easy for an upstart airline to provide all the personalized services while it's trying to attract customers. What happens when they have enough? Will they maintain their level of services?
If the service levels are NOT maintained, then it is only one departments' fault:
Human Resources
Look at CX and SQ! They still have very good service quality. Unless the HR department manages to reduce the motivation they have, I think EOS will be successful.