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Southwest wants their management to be leaders and not followers. They want to stay on top of the airline industry and do the things that make their customer happy. They believe that good workers and satisfied customers make a great business. They believe that when they have good employees and happy customers; this will make the workers work harder to stay on top. The customer will return and this makes for one happy family.
“The act of management then follows the act of leadership. Once the best course of directions has been decided, management- doing things right-pick up the ball, looks at the objectives
established by leadership and says, “Okay, here is the best way to get there (Bobinski, 2004)...
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