The Southwest Airlines Way

The Southwest Airlines Way

4.11 - 1251 ratings - Source

Through extensive research, the author gets to the bottom of what has sustained Southwest Airlines' positive employee relations and high performance through good and bad times.The customer service manager explained: The word supervisors does not exist in the CEOa#39;s nomenclature. ... But given their staffing levels, supervisors had a hard time playing even the advisory role that their job description called ... Customer service agents complained that supervisors were never available when needed.

Title:The Southwest Airlines Way
Author: Jody Hoffer Gittell
Publisher:McGraw Hill Professional - 2005-05-05

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