Southwest Airlines: Spreading the LUV
There is no question that Southwest Airlines is a phenomenon in the airline industry and an icon in the business world. No other U.S. airline has come close to matching their history of profitability. Business leaders and academics alike strive to understand what makes this company so different from its competitors while many attempt to mimic their success. Using our newly developed perspectives on organizational behavior, we have examined Southwest Airlines through a selection of the psychology, communication and leadership frameworks we have studied throughout this quarter.
There are many reasons Southwest has risen well above its peers. From the trademark "one-liners" that come from the cockpit to the unconventional uniforms and costumes, this is an airline that prefers to color "outside the lines." Employees, hired for their attitudes, become part of a family that nurtures their self-esteem and satisfies many of their innate human needs. Southwest practices open communication with its "family members", resulting in unusually favorable relations with its labor unions. Lastly, this is a company of leaders being led by leaders of all styles as embodied by the captivating style of the company's founding president and CEO, Herb Kelleher.
Each of these aspects sets this company apart from other airlines, and has contributed to its unbelievable success. As a result of this analysis, we will provide an explanation of how a company that puts customers second can be so wildly successful, and highlight the importance of understanding organizational behavior.
PSYCHOLOGICAL
Hiring for Attitude
While most companies have a Human Resources or Personnel department, Southwest d ...