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Chapter 1
Page 4: All this has led to staggering profitability … Toyota’s market capitalization . . . was greater than that of GM, Ford, and Daimler-Chrysler combined. Thomas A. Stewart and Anand P. Raman, “Lessons from Toyota’s Long Drive,” Harvard Business Review 85:7, 8, July-August 2007, page 74.
Page 5: This is not so, however, with Southwest … this airline has generated annual profit for more than 30 years in a row. Southwest Airlines Annual Report, 2007.
Page 6: How has this been possible? According to my colleague, Jody HofferGittell … Jody Hoffer-Gittell, The Southwest Airlines Way: Using the Power of Relationships to Achieve High Performance, McGraw-Hill, 2003; ...
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