Question: . What is Southwest s core competitive capability? Is it people, culture or processes? Describe the capability as a story that starts: It starts with...

. What is Southwests core competitive capability? Is it people, culture or processes? Describe the capability as a story that starts: It starts with...
2. Is there one particular process or practice that made Southwest Airlines successful, over all the others?
3. Why do other airlines find it so hard to imitate Southwest Airlines?
4. What can health care service companies learn from this case? Hint, it is more than treating customers better!

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