PSYCH 4522 Lecture Notes - Lecture 1: Colleen Barrett, Southwest Airlines, Reinforcement
4 Sep 2018
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A leader"s responsibility is to their employees and then their customers. Maddux trying to persuade students to support ppl-centered organizations. In-flight entertainment didn"t work and plane was old and not fit for flight. If we complain and then accept compensation, there are 2 victims: The employee forced to contrition, apologizing for something they may not be in control of. Anything they give you will be paid for by the customer and the employees. A customer service organization that happens to fly airplanes. Hires for attitude and trains for skills, holds group interviews to see how ppl work w others. U. s. airways focused more on pilot behavior instead of employees who interact most with customers. Wanting to change management instead of anything else. Thinking that customers only want the cheapest option instead of nice customer service. U. s. airways discontinued pensions for 6,000 pilots. U. s. airways co and employees value completely different aspects of business.
