http://www.iflyswa.com/about_swa/customer_service.../customer_service_commitment.htm

http://www.airlinequality.com/Forum/sth_west.htm

http://www.southwest.com/about_swa/mission.html

http://www.crmguru.com/features/2002c/1010jc.html
http://www.oracle.com/customers/profiles/PROFILE8963.HTML

http://global.factiva.com

http://www.americanairlines.com

Laszlo, G.P.  (1999).  Southwest comes first by putting customers second.  Human Resource Management International Digest, 7, (4), pp.8-10.

ASTD Inc.  T [plus] D (2003).  Vol. 57, No. 11; Pg. 14; ISSN: 1535-7740

Strategic Service

Bateman,T., Snell,S. Management:Competing in the New Era. 5th ed. New York, NY. 2002.