Summary of The Southwest Airlines Way
Using the Power of Relationships to Achieve High Performance
© 2003 McGraw-Hill
Up, up and away with Southwest, the airline that soars financially by paying attention to its relationships.
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. getAbstract.com 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.
In this summary, you will learn
- What "relational coordination" is; and
- The ten principles Southwest Airlines uses to turn this concept into a successful business.
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.
Comment on this summary
5 years agoVery interesting book about how one man dreams came true. Customer service makes Southwest #1 airlines!
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