Case Detail

Case Summary

Key Concepts

Crisis Management, Reputation Management, CEO Decision-making

Abstract

After the company’s first aviation fatality, Southwest Airlines' CEO is faced with new and difficulty decisions. The alacrity and compassion that characterized the company’s response serves as a paradigm for any organization facing a future crisis situation.

Learning Objectives

Taken together, the cases address the following teaching objectives:

• Understand the strategic and reputational nature of crises
• Understand the challenges of managing a crisis, whether the company is at fault or not
• Learn the requirements for building trust in a crisis

Number of Pages: 6

Extended Case Information

Teaching Areas: Strategy

Teaching Note Available: Yes

Geographic: Chicago, United States

Industry: Airline

Organization Name: Southwest Airlines

Organization Department: Management

Organization Size: Large

Decision Maker Position: CEO

Decision Maker Gender: Male

Year of Case: 2006