Team, Not the Leader, is Key in Service Industry, says Lufthansa CEO - CSR Minute for September 19, 2013

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In a service business, it’s the team, not the leader, that counts. So says Lufthansa CEO Carsten Spohr about his management strategy for the German airline. He also says that the American “hype” about individuals who lead companies from the top down is “over.” Spohr describes his work schedule as CEO as 30 percent meetings with front-line staff: pilots, flight attendants, and mechanics. This approach keeps him close to the details of airline service and to the employees who execute them.