Chapter 10, Problem 10.3.1CS

Summary Introduction

Case summary: Southwest Airlines is a profitable airline with a satisfying customer relationship as well.

Characters in the case: Mother

           Flight attendant

           Colleen Barrett

           Herb Kelleher

Adequate information: Southwest Airlines is a profitable airline with a satisfying customer relationship as well.

To determine: The type of servant leader behavior did Herb Kelleher exhibit.