Southwest Airlines is known as the low-fare airline, the ongoing financial success achieved in one of the financially ailing industries in the United States known. Told from the perspective of two Southwest customer – a frequent flyer and a typical customer – the case revolves around two customer service requests from the Frequent Flyer, to cover both a compelling temptation to the satisfaction of the airline highest revenue customers. The applications are intriguin … Read more »

Southwest Airlines is known as the low-fare airline, the ongoing financial success achieved in one of the financially ailing industries in the United States known. Told from the perspective of two Southwest customer – a frequent flyer and a typical customer – the case revolves around two customer service requests from the Frequent Flyer, to cover both a compelling temptation to the satisfaction of the airline highest revenue customers. The applications are fascinating, because they neither increase the costs would add turnaround time from Southwest service.
Used as part of the first module of a course on Managing Service Operations, the management of the operational role of customers (606-032) addresses.
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from
Frances X. Free,
Corey Hajim
Source: HBS Premier Case Collection
24 pages.
Publication Date: Aug 11, 2001. Prod #: 602065-PDF-ENG
Rapid Rewards at Southwest Airlines HBR case solution

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