Airlines FAQ Operations Power 
Harvard Business Review
JULY 19, 2013
I was assuming this would be an important call for them, but I was left on hold to think about the power asymmetry between service provider and customer. They feel weak in comparison with your power. Airlines are a good example. If the airlines had assumed that consumers were weak and insignificant, they were wrong.
Harvard Business Review
DECEMBER 10, 2012
But smart business owners and their service reps realize the landscape in which customers operate has shifted — and that profoundly redefines what good (and bad) customer service means. Respect and work with that power, not against it. Social media has empowered customers. Customers expect companies to share their burdens.
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