Curious and Bling.
There is a well-studied approach to sectors with high customer interaction. It is called the "service-profit" chain, and was in Harvard Business review some years ago. Google "service-profit chain"
The culture is critical, and the culture is set by the managers. (Google Glowinkowski for a better understanding of climate/culture). One very large oil Co can predict profitability of each unit by the management style of the manager at each business unit. One very large retailer only promotes managers based on the culture/climate that they create.
However, to get to putting this stuff right, you have to remove sources of poison first.
I guess that is why BA did what it did, in terms of taking on bassa. However, I still suspect that the middle managers at BA aren't yet getting it right at lhr. They appear to get it right at lgw and London City.