The forced offloading of a passenger at the behest of United Airlines by Chicago airport security staff, resulting in injury to the individual, was initially very poorly handled by the CEO and other senior staff of the airline. Meanwhile the negative social media reaction was rapid and pronounced, with a direct negative impact on the firm’s share price and reputation. Here is one good account – in the New York Times – of the communications fail, with some initial metrics on the social media backlash.

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About Christopher Pokarier

australian professor of business & governance @ waseda university in tokyo researching cultural industries, economic nationality & borders, university internationalisation

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