Herb Kelleher of Southwest Airlines Frequently Takes Southwest Flights to Check

question 86

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.

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Definitions:

Attentional Resources

Cognitive capacity or energy available at a given time for processing information and performing tasks.

Inattentional Blindness

A psychological lack of attention wherein an individual fails to perceive an unexpected stimulus in plain sight.

Working-Memory Capacity

Working-memory capacity is the amount of information that an individual can hold temporarily in a readily accessible state for cognitive tasks.

Executive Functioning

Cognitive processes that include planning, making decisions, implementing strategies, inhibiting inappropriate behaviors, and using working memory to process information.