Southwest Airlines is well known as a low-cost airline, which has made the continued financial success in one of the most financially troubled industry in the United States. Told from the point of view of two Southwest customers - frequent flier and a typical client - it revolves around two customer service requests from a frequent flyer, both of which are clear temptations to meet the satisfaction of high incomes airline customers. Requests intriguing, because they will not be able to add or increase the value of the working time of service South West.
used as part of the first module of the course to regulate operation of the service, which examines the role of the operating management of clients (606-032). "Hide
by Francis H. Frey, Corey Hajim Source: HBS Premier Case Collection 24 pages. Publication Date: August 11, 2001. Prod. #: 602065-PDF-ENG
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