Marketing Case Study

After reading the case and viewing the video, please answer the following question in detail.

1. What did United do right?

2. What did United do wrong?

3. Service Recovery is one of the most important areas of Services Marketing. As a marketer what would you recommend as a course of action to recover from the United service failure.?

-The link to the video is below. The case study must be 2-3 pages long, have a cover page, and resources. Must answer the questions in depth.

https://www.youtube.com/watch?v=5YGc4zOqozo

public_relations_disaster_united_airlines

………………Answer Preview………………

Public relations are a strategic form of communication between an organization and members of the public. Public relations are aspect that must be check into as its need in creating a good impression and image of the organization in the public. To attract more and loyalty customers, the organization must protect its image and also make sure the organization is positively done.

What did United do right?

United airlines on breaking Dave Carroll’s guitar were persistent on their stand that they wouldn’t pay for the damage. After the ‘United Breaks Guitars’ video went viral however, the airline offered to make compensation…..

APA

703 words