http://www.forbes.com/sites/carminegallo/2014/01/21/southwest-airlines-motivates-its-employees-with-a-purpose-bigger-than-a-paycheck/If you’re one of the 100 million passengers who fly Southwest Airlines every year, you might have noticed their award-winning service—happy, friendly employees who go the extra mile to satisfy their passengers. In fact, for many people, service is the principle reason they remain loyal Southwest customers. In recent discussions with Southwest executives, pilots, and employees, I’ve learned that what Southwest passengers don’t see is largely responsible for what they do see during their trip.