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The United Airlines incident in 2017 likely led to significant changes in corporate strategies and business models in the airline industry. It highlighted the importance of customer service and the potential reputational damage that can occur when it is not prioritized. Airlines may have implemented more rigorous training programs for their staff to handle such situations better. They may have also revised their overbooking policies to prevent similar incidents. Furthermore, it could have prompted airlines to invest more in crisis management and public relations to better handle any negative publicity.
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Recall the overbook United Airlines flight in April 2017, when a doctor was physically dragged off the plane by a security officer? It was a nightmare scenario for United, captured in numerous cell phone videos that quickly went viral. The attendant just wanted to avoid further delays; the security officer just wanted to respond to the call for help from the attendant; the company's management just wanted to support the employees and save face. Everyone was reacting under transactional pressure—but none of these reactions served the aspirational intent of the company's professed commitment to customer service.
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