Are We Mechanizing Customer Delight?

Standing in the gate area of Delta Airlines at DFW Airport, I was watching the monitor to learn if my name appeared on the “upgrade to first class” list. Honestly, I was feeling totally entitled since I fly a gazillion miles a year on Delta. Had my name not appeared, I would have been disappointed, maybe even angry. But, this time my name appeared. Today, you do not go to the gate attendant for a new boarding pass, the computer issues you a new seat assignment as you board with the first clas...