Southwest Airlines: redefining relationships with customers
Abstract
Concentrates on US domestic carrier, Southwest Airlines, and how its discount air travel has allowed millions to fly where previously they could not afford to. Highlights, in a box, the company's mission statement. Looks at team spirit, culture, employee recruitment, publicity and competition. Acknowledges that low fares may get people on a plane, but by giving them what they want — a good‐humoured carrier taking them to their destinations, safely, on time and with their baggage — they will come back — and do.
Keywords
Citation
Kippenberger, T. (1998), "Southwest Airlines: redefining relationships with customers", The Antidote, Vol. 3 No. 5, pp. 38-39. https://doi.org/10.1108/EUM0000000006576
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited