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United Airlines’ Service-recovery Challenge After Reputation Meltdown
Sandeep Puri; Kushal Dev Kashyap; Gaganpreet SinghCase IVEY-9B18A015-EMarketingIn 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 medi...Starting at €8.20
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Make Your Best Customers Even Better
Yoon, Eddie; Carlotti, Steve; Moore, DennisArticle HBS-F1403A-EMarketingCompanies that focus on their "superconsumers"--a subset of heavy consumers who are highly engaged with a category and a brand--can realize even greater sales from them, along with new product ideas and insights that can help products gain mass appeal.Starting at €8.20