But it's a mistake to believe that he makes decisions based on his love for the average worker bee. It's delusional. Primarily because he has a fiduciary obligation to his shareholders, so he's required by law to think of them first. No matter what he says, the shareholders are first, and the employees are a distant second.
I absolutely agree that shareholders come first, but where you lose comprehension of how SWA operates is the link between how employees are treated and managed and in turn shareholder profits. So when you state that love for individual worker bee is delusional I can agree, but what you are missing is the bigger picture that fiduciary responsibility to shareholders ultimately begins by treating employees right and developing a strong culture. Many here state that SWA culture is dead or dying, but most don't actually work there. As someone who does actually work there, I will submit that on its worst day Southwest company culture far exceeds most airlines on their best day.
http://articles.washingtonpost.com/2012-04-03/business/35453344_1_culture-core-values-customers
A consciously developed customer-centered culture is a business advantage that will serve you for years — and inoculate you against competitive inroads. Consider for a minute Southwest Airlines and the lengthy list of would-be category killers that have tried to imitate it: United Airlines’ United Shuttle, Continental Airlines’ Continental Lite, Delta’s Delta Express and US Airways’ Metro-Jet.
What did these companies lack: Money? Name recognition? Hardly. They lacked Southwest’s relentless focus on culture, which none of its pop-up competitors was willing to slow down to emulate. And all are now bust.
This is why someone leading a business today — preparing a bright future for your organization and perhaps for the world — needs to focus not just on nuts and bolts, techniques and standards, but on culture.
Without a consciously created culture, your leadership won’t last beyond the moment you leave the building. Any vacation — or even lunch break — you take is an invitation for disaster: The inevitable complaint I hear from consulting clients and at my engagements as a speaker is this: “Employees act differently when there aren’t any managers around.” But with a great company culture, employees will be motivated, regardless of management’s presence or absence.