@article{270104,
      author = {Gittell, Jody Hoffer.},
      url = {http://library.usi.edu/record/270104},
      title = {The Southwest Airlines way : using the power of  relationships to achieve high performance /},
      publisher = {McGraw-Hill,},
      recid = {270104},
      pages = {xvi, 319 p. :},
      address = {New York :},
      year = {2003},
}