After the company's first aviation fatality, Southwest Airlines's CEO is faced with new and difficult decisions. The alacrity and compassion that characterized the company's response serves as a paradigm for any organization facing a future crisis situation.
Originally published: Diermeier, D., & Heinze, J. (2007). Southwest Airlines flight 1248 (C). 5-107-001(A). Evanston, IL: Kellogg School of Management, Northwestern University.