Discussion question – 200 words minimum – what should have united

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Answer the following question in 200 words minimum. Please use and list references.

With the widespread use of social media, companies are increasingly concerned about negative word of mouth and  customer defection.  This concern is amplified when a crisis occurs. United Airlines is still recovering from the negative press  received after an unwilling passenger was forcibly removed off of an overbooked flight.  What should have United done in response to this crisis to secure their  customers’ loyalty and keep them from switching? 

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