Research Catalog

The Southwest Airlines way : using the power of relationships to achieve high performance

Title: The Southwest Airlines way : using the power of relationships to achieve high performance / Jody Hoffer Gittell.
Author: Gittell, Jody Hoffer.
Publication: New York : McGraw-Hill, [2003], ©2003.

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Status	Format	Access	Call Number	Item Location
Request for On-site Use Request Scan How do I pick up this item and when will it be ready?	Text	Request in advance	HE9803.S68 G588 2003	Off-site

Description

xvi, 319 pages : illustrations; 24 cm

Summary

"The Southwest Airlines Way explores the policies, strategies, and techniques that have led to Southwest's success and explains how these proven methods can be put to work in any organization. It explains how American, Continental, United, and other airlines have tried to imitate Southwest - and why they have failed.
Based on Professor Jody Hoffer Gittell's eight years of field research in the airline industry, this book unveils the secret ingredient - high performance relationships - that has enabled Southwest to sustain a steady 10 to 15 percent rate of growth throughout its 32-year history while turning a profit in every year but its first."--BOOK JACKET.

Subject

Bibliography (note)

Contents

Pt. 1. High Performance Relationships - The Key to Southwest's Success -- Ch. 1. From Love Field to the World's Most Successful Airline -- Ch. 2. How Southwest Uses High Performance Relationships to Overcome Strategic Challenges -- Ch. 3. Southwest versus American Airlines - The Power of Relational Coordination -- Ch. 4. How Relational Coordination Works in Other Industries - The Case of Health Care -- Pt. 2. Ten Southwest Practices for Building High Performance Relationships -- Ch. 5. Lead with Credibility and Caring -- Ch. 6. Invest in Frontline Leadership -- Ch. 7. Hire and Train for Relational Competence -- Ch. 8. Use Conflicts to Build Relationships -- Ch. 9. Bridge the Work/Family Divide -- Ch. 10. Create Boundary Spanners -- Ch. 11. Avoid Finger Pointing - Measure Performance Broadly -- Ch. 12. Keep Jobs Flexible at the Boundaries -- Ch. 13. Make Unions Your Partners, Not Adversaries -- Ch. 14. Build Relationships with Your Suppliers --
Pt. 3. Building High Performance Relationships - And Keeping Them -- Ch. 15. How the Ten Southwest Practices Reinforce (or Undermine) Each Other -- Ch. 16. Learning from Southwest - Efforts by American, Continental, United, and JetBlue -- Ch. 17. Thriving under Pressure - Southwest's Response to September 11 and Other Crises -- Ch. 18. Implementing High Performance Relationships in Your Organization.

ISBN

0071396837 (Hardcover : alk. paper)

LCCN

2002013969

OCLC

Owning Institutions

Columbia University Libraries