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Some of the specific reasons for its success are:
1. It knows its customers (literally, many frequent customers by their first names) and what they want: on-time arrivals, frequent departures, low fares, and a pleasant flying experience. This provides market focus (something, it might be added, that can alienate those not “trained” in the Southwest way of doing things).
2. Its leadership, particularly the way that its leadership has helped the organization maintain a focus on the things desired by customers and the focus and frugality needed to achieve them.
3. An enlightened human resource strategy that starts with the hiring decision that seeks to hire empathetic people who are able to work in teams and willing to put aside petty differences to achieve the operating objectives...
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