United CEO Made Bad Situation Worse, Says NYU's Galloway

The transcript discusses a company's inadequate response to a crisis, highlighting the importance of effective crisis management. It outlines three key steps: acknowledging the problem, taking responsibility, and overcorrecting. The incident had international repercussions, particularly in China, due to the viral nature of the video. The discussion also covers potential consumer reactions and financial impacts on the company, emphasizing the competitive nature of the airline industry and the importance of maintaining a positive brand image.

What term did the company use in an attempt to put a positive spin on the crisis?

• Reaccommodate

• Reorganize

• Reassure

• Reevaluate

What was the top trending hashtag on the Chinese equivalent of Twitter related to the incident?

• #UnitedFlightIncident

• #UnitedCrisis

• #UnitedForcesPassengerOffPlane

• #UnitedApologizes

What is the main concern for the airline in terms of consumer behavior following the incident?

• Higher ticket prices

• More flight cancellations

• Increased competition

• Loss of customer trust

How might the airline try to mitigate the negative impact of the incident on its business?

• By offering more flights

• By lowering ticket prices

• By increasing advertising

• By improving in-flight services

What is a potential long-term cost for the airline due to the incident?

• More government regulations

• Increased fuel prices

• Loss of brand image

• Higher employee wages