Read this article before responding to the question:

Answer the question below in 300 words (minimum) with 2 cited sources.


With the widespread use of social media, hospitality companies are increasingly concerned about negative word of mouth and customer defection. This concern is particularly amplified when a crisis occurs, such as COVID-19. Spirit Airlines is still recovering from the negative press received after Spirit Airlines asked to exit the plane after their 2-year-old refused to put on a face mask. What should have Spirit Airlines’ PR department done in response to this crisis to secure their customers’ loyalty and keep them from switching?


  • Provide your opinion and reaction to the topic. In other words, tell what you initially think about the topic.
  • Reformulate your response (argue with yourself a bit about your personal biases) based on what you are learning in the text, assigned readings, and/or other literature to support your response
  • Provide at least two references.
  • Initial opinion/reaction to topic must be clear and legible.
  • Reformulate and supporting idea regarding the question.
  • Must have sufficient depth to answer the question (more than 250 words).
  • Must refer to marketing concepts to support the response.
  • Must use marketing examples to support the response.
  • Use at least one reliable citation and provide a list of references.
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