Brewer and Westerman offer a Case Study about Southwest Airlines

Sample Solution

Southwest Airlines: A Culture of Fun and Freedom?

Having reviewed the Southwest Airlines case study in Brewer and Westerman (2018) and considering the research on team/group characteristics, here are my thoughts on the questions presented:

Would I be happy in such an organizational environment?

My happiness would depend on my personality and need for structure.

• Pros: The Southwest culture, as described in the case study, emphasizes fun, teamwork, and employee empowerment. This could be a great fit for someone who thrives in a collaborative, less hierarchical environment (Hackman, 1990). Research suggests such environments can foster creativity and innovation (Amabile, 1998).
• Cons: The loose structure and informality might be challenging for someone who needs clear guidelines and defined roles. Additionally, the pressure to constantly embody the Southwest spirit could feel inauthentic or overwhelming.

How much structure do I need to be comfortable?

According to Belbin (1996) team roles, some individuals, like "plant" personalities, excel at generating ideas in a free-flowing environment, while others, like "coordinators," function best with clear structures and defined roles. Understanding my own personality and need for structure would be crucial in determining if I’d thrive at Southwest.

What do I think of the idea of employees coming first?

The idea of employees coming first is generally positive. Research by Wright and Mohr (2007) suggests a strong correlation between employee satisfaction and customer satisfaction. Happy employees are more likely to provide excellent customer service. However, the case study raises a concern - is the focus on employee happiness at the expense of clear boundaries and professional conduct?

Full Answer Section

Applying Team/Group Characteristic Research:

The Southwest case study highlights several group characteristic concepts:

• Group Cohesiveness: Southwest fosters a strong sense of community and belonging through shared values, traditions, and celebrations. Research by Forsyth (2009) suggests high group cohesiveness can enhance motivation and performance.
• Teamwork: Southwest emphasizes collaboration and teamwork. Research by Salas et al. (2009) highlights the importance of team training and shared mental models for effective team performance.
• Leadership: Southwest’s leadership style is described as participative and empowering. Yukl (2013) suggests such leadership styles can be highly effective in fostering trust and motivation within teams.

However, the case study also hints at potential drawbacks:

• Social Loafing: With a strong emphasis on informality, there’s a risk of social loafing, where some team members might free ride on the efforts of others (Kerr et al., 1998).
• Groupthink: A strong team culture can lead to groupthink, where critical thinking is suppressed to maintain team harmony (Janis, 1982).

Conclusion

Southwest Airlines presents a unique organizational culture with both advantages and disadvantages. Understanding my own personality and need for structure would be key in determining if I’d be happy working there. The research on team characteristics provides a valuable framework for analyzing the potential impact of Southwest’s culture on employee and customer outcomes.