| United Airlines’ Service-recovery Challenge After Reputation Meltdown - Teaching Note |
| 作者姓名：Sandeep Puri; Kushal Dev Kashyap; Gaganpreet Singh; |
| | 商品編號：8B18A015 |
| 出版日期：2018/03/02 | 內容長度：14 頁 |
Teaching note for product 9B18A015.
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| United Airlines’ Service-recovery Challenge After Reputation Meltdown |
| 作者姓名：Sandeep Puri; Kushal Dev Kashyap; Gaganpreet Singh; |
| 商品類型：Case (Pub Mat) | 商品編號：9B18A015 |
| 出版日期：2018/03/02 | 內容長度：9 頁 |
In 2017, United Airlines suffered a blow to its corporate reputation throughout the United States and international markets, including China, mainly due to an incident on United flight 3411, in which an airport enforcement officer forcibly dragged a passenger out of a plane. The inadequate public relations reaction following the incident and ineffective crisis management left the company reeling. The company became subject to scathing social media .....more
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