Herb Kelleher of Southwest Airlines Frequently Takes Southwest Flights to Check

Multiple Choice

Herb Kelleher of Southwest Airlines frequently takes Southwest flights to check out operations and informally interview passengers to find out how satisfied they are with their service.Herb's attention to customer service and emphasis of it over profits permeates the organization.Southwest's corporate culture is influenced strongly by:

A) reward systems.
B) rules and procedures.
C) key organizational members.
D) environment.