The primary purpose of this project is to study the effects of leadership by example and the positive results that can be achieved. All the information that exist about this topic, suggests that there is a considerable amount of experiences and studies written.

This study effort focused on current theory and application to real organizations.

As Dick Richards observes “the vast majority of people working in places with poor customer service, want to do their work well, despite what often appears on the surface. What is normally missing in the unsatisfying service situation is lack of customer focus from the leadership of the organization (Richard

Companies cannot address issues unknown to their leadership. In that case having employees empowered to express themselves, also empower them to express the external customer needs and their own ideas to achieve customer satisfaction. A real study based on Southwest Airlines by George P. Lazlo, is a perfect example of the link between Internal customer and External customer satisfaction. According to Lazlo, “Southwest Airlines is built on the premise that they way to obtain sustained commitment to a cause is to have their leaders share their purpose, vision and values. The emotional and

When working as regular employee most of us do not care about the internal working problems of the company. Most of the time we do not care about the company dealing with information systems, training programs or corporate directives. We care about what we are getting from the company, having our problems solved, treated with respect and of course receive public recognition. This attitude is really understandable, as regular employee we have many expectations as well our supervisors.

· Southwest Airlines is a service organization

Some topics in this essay:
Southwest Airlines, Human Resources, Company Internal, Dick Richards, PR Newswire, Irreverence OK, Internal External, , According Lazlo, Service Quality, customer service, customer satisfaction, southwest airlines, external customer, external customer satisfaction, · southwest, service quality, senior managers, excellent customer, internal customer, internal environment, excellent customer service, customer focus leadership, purpose vision values, managing service quality,