Airline Industry : Southwest Airlines Essay

1195 Words May 8th, 2015 5 Pages
Low Cost Carriers
First of all, Low Cost Carriers (LCCs) is now one of the important businesses in the airline industry. LCCs’ most strength of service is the price of tickets. They offer lower fare operating short-haul and point-to-point flights. Among various airlines, Southwest Airlines is one of the successful LCCs, and it takes unique approaches to successfully differentiate itself from the competitors. It focuses on people, the process and physical evidence. According to “Southwest Airlines: In a Different World,” Southwest Airlines has been the airline that serves the most U.S. customers with most flights (Heskett and Sasser Jr., 2013). As one of the LCCs, Southwest Airlines offers lower fare comparing with full service carriers.
However, the biggest difference is the unique and interesting strategy that Southwest Airlines has taken to differentiate itself in the industry. While most firms consider differentiating actual products, which are tangible, because customers can easily recognize the difference in quality, Southwest Airlines takes a different approach from other airlines. It focuses on its internal customers: employees. The factor that has made Southwest Airlines as one of the most profitable and successful airlines is its employees. Because it has happy friendly employees, it has happy customers as well. To satisfy the customers through its service, which is intangible, the strategy starts at the hiring process. In the interview process of Southwest…

Related Documents