Marketing Case Study: What did United do right, writing homework help

After reading the case and viewing the video, please answer the following question in detail.

1.  What did United do right?

2.  What did United do wrong?

3.  Service Recovery is one of the most important areas of Services Marketing.  As a marketer what would you recommend as a course of action to recover from the United service failure.?

-The link to the video is below. The case study must be 2-3 pages long, have a cover page, and resources. Must answer the questions in depth.  

https://www.youtube.com/watch?v=5YGc4zOqozo

 
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