The difference is the way the airline treats its employees. For most of us, it is the opportunity to work in a generous organization that makes life better, that has a heart and creates social profit, not just financial profit. It is no coincidence that all of these companies are extraordinarily generous with their employees, customers and communities. They not only pay employees well. They invest to increase their employee's skills and knowledge.
Generous acts inspire.
They create commitment and trust. The central lesson of my study is that human organizational values sustain human energy in the service role. When the product is performance, winning the hearts of the performers helps companies win the hearts of their customers. A company's generosity is not only an outcome of its success. It is a critical input.