Simple Ways TSA Could Make Customers Happier
http://feeds.harvardbusiness.org/~r/harvardbusiness/pallotta/~3/NPX-0dAhERo/simple-ways-tsa-could-make-customers-happier.html
I think a primary purpose of the TSA is to create a context of fear, suspicion and power-projection, so I love the suggestion of “A Context of Friendliness”