Growth, customer service and profitability Southwest style

Emerald - 2006
Dawna L.Rhoades1
1Embry‐Riddle Aeronautical University, Daytona Beach, Florida, USA

Tóm tắt

PurposeThe purpose of this paper is to describe the success of Southwest Airlines in the USADesign/methodology/approachThe paper outlines the history of Southwest since 1967 and how the airline set new standards in customer service and employee satisfaction while recording records of unbroken profitability.FindingsSouthwest understands its market and has consistently implemented a strategy that has proven successful in capturing that market in the face of stiff competition.Originality/valueThe paper offers insights into how anyone can emulate the success of Southwest – if one is willing to invest the time, effort, and energy necessary to ensure that mission, goals, processes, policies and people are all aligned.

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Tài liệu tham khảo

Freiberg, K. and Freiberg, J. (1996), Nuts: Southwest Airlines' Crazy Recipe for Business and Personal Success, Broadway Books, New York, NY.

Gittell, J.H. (2003), The Southwest Airlines Way, McGraw‐Hill, New York, NY.

Kerr, S. (1995), “On the folly of rewarding A, while hoping for B”, Academy of Management Executive, Vol. 9 No. 1, pp. 7‐14.

Mintzberg, H. (1987), “Five Ps for strategy”, California Management Review, Vol. 30 No. 1, pp. 11‐24.

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