How to Enhance the Health of the Homo Psychologicus in Practice?
Why did the UA3411 incident happen shortly after United Airlines rebranded itself as a customer friendly company? Assume we redo the rebranding project for United Airlines with the mindset of the rational homo psychologicus, what would be the difference? This chapter drills down to the management issues behind the incident and provides new solutions on how to enhance brand health.
- Briscoe, T. (2017, May 15). Aviation cop who dragged Dr. David Dao off flight had just returned from serving suspension. The Chicago Tribune. Retrieved from http://www.chicagotribune.com/news/ct-aviation-officer-united-suspension-met-20170515-story.html. Accessed 18 June 2019.
- Calfas, J. (2017, April 27). United CEO Oscar Munoz calls dragging incident a “system failure.” Fortune. Retrieved from http://fortune.com/2017/04/27/united-airlines-ceo-oscar-munoz-system-failure/. Accessed 18 June 2019.
- Coffee, P. (2017, June 16). Mcgarrybowen and United really think you should consider flying out of Newark. Adweek. Retrieved from http://www.adweek.com/agencyspy/mcgarrybowen-and-united-really-think-you-should-consider-flying-out-of-newark/133057. Accessed 18 June 2019.
- Horovitz, B. (2014, July 30). United: How the safety video got entertaining. USA Today. Retrieved from https://www.usatoday.com/story/money/business/2014/07/30/united-airlines-safety-video-social-media-marketing-corporate-image/12739323/. Accessed 18 June 2019.
- Macias, M. (2017, April 11). It may be time for United to “re-accommodate” CEO Oscar Munoz. CNBC. Retrieved from http://www.cnbc.com/2017/04/11/it-may-be-time-for-united-to-re-accommodate-ceo-oscar-munoz-commentary.html. Accessed 18 June 2019.
- McCann, E. (2017, April 14). United’s apologies: A timeline. The New York Times. Retrieved from https://www.nytimes.com/2017/04/14/business/united-airlines-passenger-doctor.html. Accessed 18 June 2019.
- Miller, A. (2017, April 15). Adding insult to injury: United did NOT take passenger’s bags off his plane after he was dragged off—Then sent his luggage to the WRONG address hundreds of miles from where he was hospitalized. The Daily Mail. Retrieved from http://www.dailymail.co.uk/news/article-4413610/United-gave-doctor-s-luggage-runaround.html. Accessed 18 June 2019.
- Mota, C. (2017, April 11). Doctor’s fast thinking stabilizes ill woman on United Airlines flight. The Jersey Journal. Retrieved from http://www.nj.com/hudson/index.ssf/2017/04/nj_doctor_helps_save_womans_life_despite_inadequac.html. Accessed 18 June 2019.
- Silva, D. (2017, April 27). David Dao and United Airlines reach “amicable” settlement after viral video incident. NBC News. Retrieved from http://www.nbcnews.com/news/us-news/david-dao-united-airlines-reach-settlement-after-viral-video-incident-n752051. Accessed 18 June 2019.
- Thomas, L. (2017, April 10). Video surfaces of man being dragged from overbooked United flight. CNBC. Retrieved from http://www.cnbc.com/2017/04/10/video-surfaces-of-man-being-dragged-from-overbooked-united-flight.html. Accessed 18 June 2019.
- Tuttle, B. (2017, April 14). Delta just dramatically increased the compensation it can give to bumped passengers. Time. Retrieved from http://time.com/money/4741108/delta-united-overbooked-flight-compensation-vouchers/. Accessed 18 June 2019.
- Victor, D., & Drew, C. (2017, April 27). United Airlines reaches settlement with passenger who was dragged off plane. The New York Times. Retrieved from https://www.nytimes.com/2017/04/27/business/united-david-dao-settlement.html. Accessed 18 June 2019.
- Wu, T. (2017, April 13). How United turned the friendly skies into a flying hellscape. Wired. Retrieved from https://www.wired.com/2017/04/uniteds-greed-turned-friendly-skies-flying-hellscape/. Accessed 18 June 2019.