傳播文獻


【管理學】 - 其他

名稱
Service Failure that Impairs Corporate Image - The Case of the Passenger Being Forcibly Dragged Off United Airlines Flight
來源
管理評論
作者
Chun-Der Chen;Tzu-Lan Tseng
年份
2020
資料性質
繁體中文
出版者
財團法人光華管理策進基金會
出版地
臺灣
冊數
39(4)
頁數
193-210
簡介

This case depicts the incident that one passenger was dragged off United flight in order to offer students a context to learn about common practice of overbooking in the aviation industry, as well as the service recovery issues upon service failures. From this teaching with case, students learn about the implications of flight overbooking in the aviation industry. In addition, students can learn from the case discussion how a service failure became a disaster for the image of United Airlines.