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Case Study in Social Media: United Breaks Guitars

Review Chapter 4 of the Quesenberry text and the articles and video in the study for this unit regarding “United Breaks Guitars.” What do you think of Dave Carroll’s approach to resolve his issue with United Airlines? How could the situation have been resolved sooner by United Airlines? How is Dave Carroll’s case an example of consumer activism?

Use the Internet to view the video and read the articles below. Each provides perspective on consumer activism as related to the case of musician Dave Carroll and his experience with United Airlines.

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Carroll, D. (2009). United breaks guitars [Video] | Transcript. Retrieved from https://www.youtube.com/watch?v=5YGc4zOqozo
Carroll, D. (n.d.). United breaks guitars. Retrieved from http://www.davecarrollmusic.com/songwriting/united-breaks-guitars/?v=7516fd43adaa
HuffPost. (2011, May 25). ‘United breaks guitars’: Did it really cost the airline $180 million? Retrieved from http://www.huffingtonpost.com/2009/07/24/united-breaks-guitars-did_n_244357.html

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