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Essay / Research Paper Abstract
A 3 page paper discussing some of the “secrets” of Southwest Airlines’ success, including its unique position as consistent winner of the “triple crown” of aviation that includes best ontime performance, fewest baggage complaints and greatest customer satisfaction. Southwest Airlines still remains the one that other carriers want to emulate. The old, established airlines that tried to prevent Southwest from operating in the past now want to learn the company’s secrets so that they put them into practice themselves. Bibliography lists 4 sources.
Page Count:
3 pages (~225 words per page)
File: CC6_KSmgmtSthwstLove.rtf
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Unformatted sample text from the term paper:
retains the leadership position in passenger boardings, and it is one of the nations most admired companies. The purpose here is to assess some of the reasons for Southwests
continued success at a time that its industry is struggling desperately. Hijinks and Sobriety Wendy Zellner (1997) and her editor write that at
a Southwest function, "220 adults do the chicken dance ... They clap and flap their wings with abandon - and were only an hour into Southwests Culture Day" (Zellner and
Dallas, 1997; p. 12E4). Another author reports that Herb Kelleher showed up in a hangar at 2 a.m. on Halloween, dressed as Klinger from the TV show M*A*S*H to
thank the mechanics for working that night (Chakravarty, 1991). The fun at Southwest extends to all levels. Flight attendants have held on-board
contests for the largest holes in socks and stockings, they have delivered the pre-flight safety information to a rap beat. One pilot reportedly told passengers, "As soon as yall
set both cheeks on your seats, we can get this ol bird moving" (Chakravarty, 1991; p. 48). Kellehers perspective was that skills could be taught; Southwest would hire according
to positive attitude that applicants already possessed. "We draft great attitudes. If you dont have a good attitude, we dont want you, no matter how skilled you are. We
can change skill level through training. We cant change attitude" (Chakravarty, 1991; p. 48). The official position was that having fun at work
made work more enjoyable, but that it also carried another significant benefit. "Kelleher explains: Whats important is that a customer should get off the airplane feeling: "I didnt just
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