Fortune magazine calls Southwest Airlines "the most succesful airline in history."

The Southwest Airlines Way reveals the secret to Southwest's remarkable success - high performance relationships - and how it creates enormous competitive advantage in motivation, teamwork, and coordination among southwest employees. Based on Jody Hoffer Gitell's eight years of field research, this book explores Southwest's innovative policies, strategies, and techniques, showing how tese methods can be implemented in any organization, and explains how to:

-Lead with credibility and caring.

-Invest in frontline leaders.

-Hire and train for relational competence.

-Use conflicts to build relationships.

-Encourage mutual respect among employees, managers, unions, and suppliers.