By your logic an unqualified person could attain the CEO job. The CEO is picked by the shareholders to maximize shareholder value. The top boss is extremely well vetted to make sure they make good decisions to protect shareholders' money. The CEO's #1 job is to hire & fire managers that let him keep his job by increasing sales. And so on down the chain.
How could people at the bottom be more "accountable for customer disgruntlement"? They have less skin in the game than people up the hierarchy.
How could people at the bottom be more "accountable for customer disgruntlement"? They have less skin in the game than people up the hierarchy.