More from the Author

• Case | HBS Case Collection | May 2017 (Revised March 2018)

  David Dao on United Airlines

  Benjamin Edelman and Jenny Sanford

  In widely circulated videos, United staff and Chicago security forcibly remove a passenger from his paid seat on an aircraft, injuring him severely. United leadership must decide how to respond to public outcry.

  Keywords: Crisis Management; Service Operations; Air Transportation; Contracts; Reputation; Air Transportation Industry; Chicago;

  Citation:

  Edelman, Benjamin, and Jenny Sanford. "David Dao on United Airlines." Harvard Business School Case 917-026, May 2017. (Revised March 2018.) (request a courtesy copy.)  View Details

  CiteView DetailsEducatorsPurchase

  Related

• Teaching Note | HBS Case Collection | June 2017 (Revised November 2017)

  David Dao on United Airlines

  Benjamin Edelman

  Teaching note for David Dao on United Airlines, HBP 917-026.

  Citation:

  Edelman, Benjamin. "David Dao on United Airlines." Harvard Business School Teaching Note 917-027, June 2017. (Revised November 2017.)  View Details

  CiteView DetailsPurchase

  Related

• Article | Oxford Review of Economic Policy

  The Market Design and Policy of Online Review Platforms

  Benjamin Edelman

  I present the institutions and incentives of online reviews, including attracting initial reviews, assuring truthful reviews of genuine experiences, and avoiding inflated or deceptive reviews. I also explore the competition and consumer protection concerns associated with reviews.

  Keywords: reviews; reputation; platforms; marketplaces; deception; Market Design; Multi-Sided Platforms; Law; Online Technology; Information Technology Industry; Telecommunications Industry; Accommodations Industry; Retail Industry;

  Citation:

  Edelman, Benjamin. "The Market Design and Policy of Online Review Platforms." Oxford Review of Economic Policy 33, no. 4 (Winter 2017): 635–649.  View Details

  CiteView DetailsFind at Harvard Read Now

  Related