Mean tweets and Wall Street: How Twitter changes supply chain considerations

In 2017, Twitter was abuzz over the incident of United Express Flight 3411, where video footage showed a passenger being forcibly removed from an overbooked flight to Louisville International Airport. Later research would show that while a typical instance of overbooking would cause damages of around $1,000, the financial impact of the negative response—largely on social media—would cost United $800 million in market value in a single day.

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