Profiles In Leadership - Taking The Right Steps

members, such as flight attendants and gate agents, to independently address customer needs and resolve issues without waiting for approval from executive leadership. This level of trust allows employees to act in the best interest of both the company and its travelers. Southwest Airlines’ strategy focuses on fostering a culture that emphasizes responsibility and independence while ensuring employees feel appreciated and supported. This empowerment enables staff to customize their service delivery, creating lasting impressions on customers and addressing issues promptly. By encouraging creativity and trust at all levels of the organization, Southwest has built a reputation for operational excellence and exceptional customer satisfaction. Southwest's achievement shows that giving employees the power to make decisions improves the quality of service and boosts employee involvement and overall performance within the organization. Southwest’s approach effectively shows that trust and independence can foster a culture centered on exceptional service and sustained achievements over time. Reference: Thomas, J. (2016a, August 23). Southwest Airlines: A case study in employee engagement . Entrepreneur.

https://www.entrepreneur.com/leadership/southwest airlines-a-case-study-in-employee-engagement/280575

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