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February 2018 Best-selling cases

February's top 20 best-selling cases

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United Airlines’ Service-recovery Challenge After Reputation Meltdown
Sandeep PuriKushal Dev KashyapGaganpreet Singh

Product Number: 9B18A015
Publication Date: 03/02/2018
Length: 9 pages (6 pages of text)

In 2017, United Airlines suffered a blow to its corporate reputation after an incident in which an airport enforcement officer forcibly dragged a passenger out of a plane. The company became subject to scathing social media attacks, customer dissatisfaction, passenger anger, and a drop in its stock value. United needed to take quick steps to rebuild its tarnished brand image.

This case is suitable for a marketing or service management course in sections that deal with customer relationship management, customer experience management, crisis strategies, and service recovery. 

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Best Sellers
Mira Thoumy, Omar Sakr
Product Number: 9B18M044
Publication Date: 3/16/2018
Length: 15 pages (8 pages of text)
Pernille Goodbrand, Darrin Ambrose, Jyoti Gondek
Product Number: 9B18M041
Publication Date: 3/14/2018
Length: 10 pages (6 pages of text)
Juan Shan, William Wei, Xiaojia Sunny Wang
Product Number: 9B18A019
Publication Date: 3/14/2018
Length: 11 pages (9 pages of text)
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