Am höchsten bewertete kritische Rezension
Why buy the recipe if you don't like the food?
am 8. Juli 1998
While I enjoyed the book, I cannot rate it higher because it is in many ways a work of fiction. As a frequent flier on Continental, I have witnessed a decline rather than improvement in the quality of service afforded passengers. Too frequently, business authors write books glorifying their success and business acumen, while the reported benefits are invisible to their customers. This is such a case.
Has the airline improved its bottom line. Yes. But that is because frequent fliers like myself don't have much of a choice if we live near a hub. This does not infer that we approve of the airline's service or treatment of its customers. As my neighbor on a recent flight commented,"if I had any choice, I would fly airline XYZ in a heartbeat."
If you would like to read a similar book by a CEO who did in fact turn his airline around (from a financial as well as customer perspective), try Moments of Truth by Jan Carlzon of Scandanavian Airlines. In this case, why buy the recipe if you don't like the food?