Assignment task: Read the United Airlines-Navigating a Social Media Storm in your textbook on page 438. 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?
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?
Please use citations from scholarly articles & journals between the texts and in the end write down the reference list.