flights vs. the more expensive hub-and-spoke system, and nurtures a quirky culture that helps customers put up with all the negatives. These activities serve as blocking factors precisely because all the other airlines, except copycat Ryan Air, are already invested in multiple aircraft, provide advance-reservation seating (it’s hard to take away something you’ve already given the customer), are locked into expensive hubs, and have built cultures of unhappy employees! The key is to choose HOW you go about delivering your products and services in your industry in ways that are nearly impossible
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