Organizational Behavior & Communication Paper

Topics: Southwest Airlines, Herb Kelleher, Airline Pages: 4 (1190 words) Published: March 12, 2012
Southwest Airlines Organizational Behavior & Communication Paper Erica Sepulveda
Communications for Accountants/Com 530
January 30, 2012

Southwest Airlines Organizational Behavior & Communication Paper

Airlines, such as Southwest Airlines, strive to provide the best customer service that they can offer to keep their customers happy. A prospective Southwest passenger may probably make their reservation by calling the customer service number, logging on to the company’s website, or booking at an airport with a Southwest Airlines agent. The employees that assist these prospective and actual passengers are considered the backbone of the company and do their best to represent Southwest in the finest way possible. One may question, what makes these employees happy? What kind of organization culture are they surrounded by on a daily basis? “A strong organizational culture provides stability to an organization” (Robbins & Judge., 2011, pg.520). Culture of Southwest Airlines

According to Southwest Airlines mission statement, “Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer” (Southwest Airlines, 2012). This definitely shows a positive sign that the majority of employees working for this corporation are happy. As an unemployed individual looking for employment, a position within Southwest is where they would want to be. It’s evident that this company values their employees and strives to keep them happy. “Happy Employees = Happy Customers. Happy Customers keep Southwest flying” (Southwest Airline, 2012). Recently, Southwest Airlines was honored as one of the best companies to work for. “Southwest Airlines (NYSE: LUV)has been recognized as one of the top 50 Best Places to Work, a significant achievement, as nearly 150,000 companies are rated by their employees on Glassdoor” (PR Newswire, 2011). This...

References: Beebe, S.A., & Materson, J.T. (2009). Communicating in small groups: Principles and
Practices (9th ed)
Gittell, J.H., (2003). The Southwest Airlines Way. Using the Power of Relationships to
Retrieve High Performance
Lee, William., 1994. A Conversation with Herb Kelleher. Organizational Dynamics.
Retrieved from The University of Phoenix eBook Collection Database
PR Newswire., 2011. Southwest Airlines Honored as One of the Top 50 Best Places to
Work in 2012, a Glassdoor Employees ' Choice Award
Robbins, S. P., & Judge, T. A. (2011). Organizational Behavior (14th ed.). Retrieved
from The University of Phoenix eBook Collection database.
Southwest Airlines Company., (2012). About Southwest. Retrieved from the World Wide
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