Abstract

The case “Southwest Airlines’ Organizational Culture” gives an account of the development of the organizational culture of Southwest Airlines. The case starts with the background of Southwest and its development over the years. The case explains the unique culture of Southwest, and how it has helped Southwest to face challenges. The case also describes how Southwest responded to the situation arising out of the September 11 terrorist attacks which dealt a severe blow to the airline industry. Southwest’s response to the crisis was shaped by its organizational culture, which laid emphasis on taking care of employees and building relationships. The influence of the leadership of Southwest on its culture is also explained.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Role played by leadership in shaping an organization’s culture.

Keywords

Southwest Airlines, Organizational Culture, culture, September 11, terrorist attacks, airline industry, crisis, taking care, employees, building relationships