Kevin and Jackie Freiberg began studying Southwest Airlines when Kevin was a doctoral student. This lively, funny and, at
times, moving book is full of information about the origins of Southwest Airlines, what makes it unique and how it fights hard to keep its family-based culture, despite having more than 33,000 employees. Wonderful stories told by employees, letters from customers and comments from other business leaders demonstrate the principles that the authors discuss. The book is divided into four sections, with the last looking at leadership in general and as
practiced at Southwest. This book was originally published in 1996, but every word of it is
perfectly applicable today. Southwest Airlines is still making a profit and growing where other airlines are losing money by the planeload. getAbstract recommends this entertaining account of how to operate a service-oriented company in a cutthroat industry.