Herb Kelleher of Southwest Airlines frequently takes Southwest flights to check out operations and informally interview passengers to find out how satisfied they are with their service.Herb's attention to customer service and emphasis of it over profits permeates the organization.Southwest's corporate culture is influenced strongly by:

Question

Quizplus · Accepted Answer

Southwest's corporate culture is strongly influenced by key organizational members, especially Herb Kelleher, who prioritizes customer service over profits and regularly interacts with customers and employees to maintain a strong company culture. While reward systems and rules/procedures may also play a role in shaping the culture, they are not mentioned in this scenario as having as strong an impact as Kelleher's leadership style. Environment is not mentioned and is unlikely to be a major influence on corporate culture compared to leadership and organizational practices.

Herb Kelleher of Southwest Airlines Frequently Takes Southwest Flights to Check