As far as business goes, it's really pretty simple. Companies exist primarily to generate profits for the owners. Therefore, management is chosen by the board to support the employees, who in turn take care of the customers, who are the source of revenue and profit. What are you not getting here?

Years ago, I worked in an insurance claims center. Not the model of a perfect customer service industry, but I was promoted to management for a short time before I left. My director instilled in his group how important it was for us to take care of the "folks" servicing the customer. Being in management wasn't a cake walk to be enjoyed, but rather a support role for the operations people. That attitude paid off in our reliability and quality metrics relative to other groups, in large part due to having motivated employees.

Having that experience, I am very sensitive to examples of both excellent and poor management. Not to say that Skywest is an example of poor management; they are decently above average in a very poorly managed industry, but yes, they are out of touch in large part with the front line employees.

BTW where the hell do you get "narcissist"?