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Creativity and innovation were encouraged to improve effectiveness of the airline. Employees are treated with respect and caring attitude within the organization just like the way they treated the customers.
Organizational Structure
The management structure of Southwest Airlines is designed to cater to the activities of the employees while holding the spirit of fun to be the cornerstone for the success of the company in addressing its customer service concerns (Rivera et al., 2003). This is referred to as a “loose-tight” design. Employees are encouraged to try new things as they are given the freedom to innovate as long as they were not violating safety standards...
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