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Title: Motivational, in the best sense of the word
Review: Being one of the many customers turned off to Continental Airlines during the Frank Lorenzo years, I was interested in reading about how people today can call them one of the best. Once again, the formula turns out to be simple: ignore the stock traders, and concentrate on your customers and employees. Keep them happy, within the bounds of financial sanity, and the profits will follow naturally. A well-written book with lots of solid examples. Mr Bethune, however, comes across as very much filled with his own importance -- although he repeatedly makes the point that he is replaceable -- and doesn't give enough credit to the subordinates that worked hard to carry out his ideas.
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