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The Southwest Airlines Way

Using the Power of Relationships to Achieve High Performance


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Category: Leadership & Management

The Southwest Airlines Way

In this summary, you will learn

  • What "relational coordination" is
  • The ten principles Southwest Airlines uses to turn this concept into a successful business


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Why you should read The Southwest Airlines Way

If you’ve wondered what’s behind Southwest Airlines’ uncommon success, wonder no more. Author Jody Hoffer Gittell lays it all out in The Southwest Airlines Way. Gittel, a university professor, explains that at Southwest Airlines, relationship building and collaboration aren’t just given lip service - they’re a condition of employment. This is an excellent case study of the airline and its competitors, wherein Gittell reveals the characteristics that make Southwest shine, traits other airlines have tried hard to emulate. She makes a compelling case for the power of relationships inside, outside and at all levels of the corporate hierarchy. Meticulously researched and offering abundant industry testimonials, this corporate exploration doesn’t feel like yet another marketing book. thinks this excellent exposition is just the ticket for corporate leaders who want to know not just how Southwest did it, but how they can do it too.

About the Author

Jody Hoffer Gittell, Ph.D., is an assistant professor of management at Brandeis University and a faculty member of the MIT Global Airline Industry program. Her research and teaching focus on human resources and service operations management, and she frequently presents her results to managers, researchers and policymakers.

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  1. September 2, 2012 Georgi Tsvetanov
    Very interesting book about how one man dreams came true. Customer service makes Southwest #1 airlines!

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