Former Continental Airlines Chairman and CEO Gordon Bethune used to say that when it came to managing a business, what you chose to measure and what you rewarded were what you got. An airline that prized punctuality and incentivized its employees to close the cabin doors on schedule would become an ontime airline. But, he pointed out, this cut both ways. An airline that measured and rewarded penny-pinching over customer service would become the equivalent of a pizzeria that made a pie so ...

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