Managing Services at Southwest Airlines

MANAGING SERVICES 1
MANAGING SERVICES
Student’s Name
Professors Name
Institution
Course
Date

MANAGING SERVICES 2
Contents page
Describe the service concept and the nature of
service management practiced by Southwest Airlines............................................4
Describe the model of Southwest Airlines.........................................................5
How have the airlines devised its work environment?..........................................................7
How has the team culture been developed at the airlines?....................................................8
Does the airline engage customers in its design or selection process?.................................8
Describe the operational processes at Southwest airlines........................................8
What do you think are the tangible components in their service delivery?..........................9
Provide recommendations for the airlines for improving the performance...................10
Conclusion..............................................................................................10
References.............................................................................................12

MANAGING SERVICES 3
Executive Summary
Managing the delivery of services in a given organization is a hard task, but it comes with a lot
of effects. An organization that values the customers must use the employees to be the best
vessels of delivering quality services. Southwest Airlines is an organization that has realized that
employees play an essential role in improving the quality of services. As a result, the company
has created a working environment that is favorable for most of the employees. The company
also values, involves, and engages the customers thus creating a healthy bond between the
company and the customers. The implementation of the 3Ps which are isolated from the 7Ps has
seen the company promote balance in executing its mandate and improve the rates of customer
satisfaction. The report will be looking into different strategies that Southwest Airlines employed
when it comes to managing its services.

MANAGING SERVICES 4
Describe the service concept and the nature of service management practiced by Southwest
Airlines
Service management at Southwest Airlines takes a unique nature, and that is evident
through the delivery of services to nature. The first characteristic that is associated with the
nature of service delivery is associated with the elimination of specialization. Organizations that
practice specialization give employees specific duties that they are supposed to perform
effectively and the employees must be skilled enough to be reproductive (Voigt, Buliga, and
Michl, 2017). When it comes to the management of services at Southwest Airlines, the case is
different, and this is because no employee is exempted from performing any task. The case study
introduces the audience to events when the pilots help the customers to carry their luggage.
When it gets to the point where the pilots are comfortable to serve the customers in a different
capacity besides their profession, it is evident that the company has a unique and different
service management strategy.
The second characteristic of the nature of services at the company is inclusion and
accommodation. When it comes to the aspect of inclusion, the involvement of the customers
comes in the picture. At Southwest Airlines, the customers do not rely on the employees in
everything. The company has created an environment in which the customers are made to feel as
part and parcel of the organization (Field, 2016). At the same time, the customers are advised on
some of the best ways to take care of the small needs that might arise during their flight.
Customers sit and carry their luggage around without feeling like the company has neglected its
duty.