Please help me in an introduction and background of acrisis based on the topic United Airlines customer service failures@flight 3411

please go through the below links to access data for background and introduction as these have been provided with case studies. please mention references

https://stars.library.ucf.edu/cgi/viewcontent.cgi?article=1001&context=jicrcr - relates to image repair theory

https://www.brandwatch.com/blog/lessons-crisis-management-united-incident/

https://www.nbcnews.com/business/travel/united-aims-be-more-customer-focused-after-dragging-debacle-n751771

https://www.opuskinetic.com/2017/09/media-crisis-a-case-study-of-united-airlines/

https://ethicsunwrapped.utexas.edu/wp-content/uploads/2018/07/United-Airlines-Grounded.pdf

https://www.netimperative.com/2017/05/02/crisis-management-case-study-united-airlines/

https://www.prweek.com/article/1485379/united-airlines-study-highlights-importance-effective-communications

https://projekter.aau.dk/projekter/files/268048117/Thesis2017_Bowen.Kragh.pdf