https://www.nytimes.com/interactive/2017/11/16/business/swapa-letter-to-ryanair.html
The most relevant part:
Southwest Airlines was founded by the legendary Herb Kelleher with
the objective of bringing air travel to the masses. While it was
founded as a “low-cost carrier,” Herb based his new business on a
fundamental core philosophy: Take care of your employees because
happy employees take good care of customers, and happy customers
take care of the shareholders. And not just take care of pilots, but also
flight attendants, mechanics, agents, baggage handlers, and all of the
people who make an airline move. This operating philosophy was
responsible for decades of harmonious labor-management relations at
our airline, which led to good jobs and great returns for investors.
However, as Herb’s leadership became a distant memory, so too
became the operating principles on which he based his company. As
accountants began to replace leaders, short-term cost control became
the focus despite long-term strategic consequences.