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...............2-1...............SouthwestAirlinesCase:ACaseofDifferentiation•Service•Operations•CostControl•People•CorporateCultureSource:PresidentandFellowofHarvardCollege...............2-2...............SouthwestAirlinesCase:TheServiceDifferentiator•A“flair”fordelivery•Funandgames•Passengerwelcomevs.ticketreadingSource:PresidentandFellowofHarvardCollege...............2-3..............
