Paul Fombelle in the news
Paul Fombelle for Northeastern
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.”
A new paper co-authored by Northeastern service marketing expert Paul Fombelle suggests that firm expressions of gratitude drive future customer purchasing behavior.