United Airlines Case Study

Read United Blunder Prompts Airlines to Throw Cash at Their Problems on pages 31-32 of the textbook (IT’S ALSO AS A PDF ON GOOGLE). Answer the following four questions in essay format, using the questions as headings (for example, for question 1 your heading could be Damage Control):
What steps should the United CEO have taken in the aftermath of the passenger-dragging incident to address the social media firestorm?
How can first-line managers ensure that customer service is a top priority for all employees?
In addition to the economic fallout, what other impact could the United Airlines incident have on the companys managers? On its employees?
What management strategies should airlines employ to retain current customers and attract new passengers?
Your APA-style case analysis should be 750-1000 words in length and must use 3-6 references to support your points and add credibility to your argument.