Explain and Answer the questions:

1. Explain why Southwest's service employees are considered key contributors to the airline's competitive positioning?

2. Which source of role conflict do you think Southwest addresses by empowering its employees?

3. What is emotional labour and how do you select for high EL jobs?

4. When should customers be fired and why?

5. When and how should an employee be empowered?

6. What is servant leadership? When might it not be appropriate (critical thinking)?