2 西南航空的文化為何?如何塑造?這些文化如何有助於營運?
3.應該為常客(frequent fliers)保留"優先登機"的登機卡嗎？ Why?
4.應提供錯過班機的常客下一班程任何座位嗎？還是堅持原來政策只能改搭另一班尚未限制機位的航班或自己差額升等，why?
Southwest Airlines 2002
How does this company make money even when other airlines don't? What are the most important contributors to its financial success?
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