Factors that ruin corporate image

Read the United Airlines—Navigating a Social Media Storm (attached – page 20). Then, answer the following:

1. Did these incidents impact the firm’s corporate identity or corporate image, or both, as described in the chapter?

2. Did United Airlines engage in effective crisis management, and why or why not?

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3. If you were the public relations manager at United Airlines, what steps would you have recommended the company take when these incidents occurred?

4. What should the company do now to regain its customers’ trust?

Need about 2-3 pages. No intro or conclusion needed. Provide peer-reviewed citations.