Parker, James F. 1947-
Do the right thing : how dedicated employees create loyal customers and large profits / James F. Parker. - Upper Saddle River, N.J. : Wharton School Pub., c2008. - ix, 263 p. : ill. ; 21 cm.
Includes index.
"In this book, Southwest Airlines' former CEO proves why doing what's right is the #1 rule of business success. James F. Parker tells how after 9/11, Southwest made three pivotal decisions: no layoffs, no pay cuts, and no-hassle refunds for any customer wanting them. The result: Southwest remained profitable and its revenue passenger miles for 4Q01 held steady while the rest of its industry nearly collapsed ... and Southwest's market cap soon exceeded all its major competitors combined." "These pivotal decisions grew naturally from Southwest's culture of mutual respect and trust. Parker offers deeply personal insights into that culture, revealing how those same principles are used by other people and organizations, showing you that it's really not that hard to Do The Right Thing."--BOOK JACKET.
9780132343343 (hbk.) 0132343347 (hbk.)
Southwest Airlines Co.--Management.
Airlines--Management.--United States
Customer relations--United States.
Customer services--United States.
387.70683 / PAR
Do the right thing : how dedicated employees create loyal customers and large profits / James F. Parker. - Upper Saddle River, N.J. : Wharton School Pub., c2008. - ix, 263 p. : ill. ; 21 cm.
Includes index.
"In this book, Southwest Airlines' former CEO proves why doing what's right is the #1 rule of business success. James F. Parker tells how after 9/11, Southwest made three pivotal decisions: no layoffs, no pay cuts, and no-hassle refunds for any customer wanting them. The result: Southwest remained profitable and its revenue passenger miles for 4Q01 held steady while the rest of its industry nearly collapsed ... and Southwest's market cap soon exceeded all its major competitors combined." "These pivotal decisions grew naturally from Southwest's culture of mutual respect and trust. Parker offers deeply personal insights into that culture, revealing how those same principles are used by other people and organizations, showing you that it's really not that hard to Do The Right Thing."--BOOK JACKET.
9780132343343 (hbk.) 0132343347 (hbk.)
Southwest Airlines Co.--Management.
Airlines--Management.--United States
Customer relations--United States.
Customer services--United States.
387.70683 / PAR