James Parker on Doing the Right Thing at Southwest Airlines

  • by James Parker
  • Narrated by Dave Summers
  • 0 hrs and 19 mins
  • Radio/TV Program

Publisher's Summary

People matter most, we all know that. But most companies would rather slash costs, cut headcount, replace well-paid employees with lower-paid employees or outsourced workers, and reduce customer service. In the wake of 9/11, Southwest Airlines was faced with a disastrous situation that threatened to ruin not only their business but the entire airline industry. In response, Southwest Airlines made three pivotal decisions: no layoffs, no pay cuts, and no-hassle refunds for any customer wanting them. The result: Southwest remained profitable, it was the only major airline to protect the jobs of all its employees, and Southwest's market cap soon exceeded all its major competitors combined.


See More Like This

Customer Reviews

Most Helpful

Great company

honest recollection of being royal to staff works.

important message to shareholders and employers that paying a proper wage and not taking from the vulnerable employee is the right way for long term profitability
Read full review

- john

Book Details

  • Release Date: 10-10-2014
  • Publisher: American Management Association