Paul Fombelle Associate Professor of Marketing p.fombelle@neu.edu 617.373.5253 Expertise customer feedback management, service innovation, social identity Paul Fombelle in the Press United dragging a passenger from overbooked flight was lesson in stupidity Paul Fombelle, an associate professor of marketing at Northeastern University, said that “the right way to handle a situation like that is not to get in a situation like that.” “Once the guy has sat down, the airline has to honor that,” he said. “To pull him off is heartbreaking.” Paul Fombelle for Northeastern Global News United’s PR crisis has ‘created opportunities’ for its competitors United’s PR crisis has ‘created opportunities’ for its competitors United Airlines is facing a public relations crisis after security officers dragged a 69-year-old doctor off a flight from Chicago on Sunday. Professor Paul Fombelle, a marketing expert at Northeastern, says the fiasco has “created opportunities for its competitors to step up and show customers how much they value them as humans.” The power of ‘thank you’ The power of ‘thank you’ A new paper co-authored by Northeastern service marketing expert Paul Fombelle suggests that firm expressions of gratitude drive future customer purchasing behavior. 3Qs: Analyzing ‘Linsanity’ 3Qs: Analyzing ‘Linsanity’ Three Northeastern experts examine the sudden success of basketball star Jeremy Lin, the NBA’s first Asian-American player of Chinese or Taiwanese descent.
United dragging a passenger from overbooked flight was lesson in stupidity Paul Fombelle, an associate professor of marketing at Northeastern University, said that “the right way to handle a situation like that is not to get in a situation like that.” “Once the guy has sat down, the airline has to honor that,” he said. “To pull him off is heartbreaking.”