Managing Services

Running head: MANAGING SERVICES
Managing Services
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2MANAGING SERVICES
Table of Contents
Introduction......................................................................................................................................4
Service concept and the nature of service management practiced...................................................4
The business model of Southwest Airlines......................................................................................5
Work environment...........................................................................................................................6
Development of Culture..................................................................................................................7
Customer engagement.....................................................................................................................7
Operational processes......................................................................................................................8
Tangible products............................................................................................................................8
Recommendation.............................................................................................................................8
Conclusion.......................................................................................................................................9
Reference List................................................................................................................................10

3MANAGING SERVICES
Executive Summary
Southwest Airlines is one of the popular and well-known Airline services. They have excelled in
providing excellent services to their customers. However, it must be noted that they have not
only been successful in serving their customers well but also their employees. Thus they have
followed both customer-centric and employee-centric approach. They not only focused on
serving their customers but also developed a feeling of personal touch, care, affection and a
sense of responsibility among their customers as well.

4MANAGING SERVICES
Introduction
The service rendered by Southwest Airlines is one of the most popular Airline services as
it helps in understanding the needs and demands of their customers. Southwest airlines were
founded in 1967 by Rolling King and Herb Kelleher. It started its operation in 1971 covering
intrastate Texas cities, Dallas, Houston, and San Antonio. The assignment has dealt with the
various factors that resulted in the popularity of the Airlines and the future steps they must take
to survive the competition.
Service concept and the nature of service management practiced
Southwest Airlines make sure that the services rendered by them are afforded by the
customers belonging from different income groups of the society (Muduli and Kaura 2011). In
other words, the southwest Airline Company sets the price of their services at a very low and
affordable limit so that they can be used by the customers belonging from the business class and
also the ones belonging from the lower or the middle-income group customers. Job Shop
operation is one of the most important and useful kinds of service operation that helps the
organization to meet with the changing needs and demands of the organization. However, it must
be noticed that this system is tough for the organization as they have to follow a very hard and
fast rule and also follow the method of the constant improvement strategy. This might often
become very tough and also costly. However, efforts have to be made so that the company is
able to meet up with all the requirements of the customers. Joint problem solving was the culture
of Southwest Airlines. Southwest engaged in joint problem- solving exercises with those