Scholarly Articles

This critical incident describes a situation in which Jane, a loyal McDonald’s drive-thru customer, was frustrated after finding out how little McDonald’s actually donates to their name-sake char

This critical incident describes a situation in which Sarah, a frustrated Delta customer, spent over 16 hours stranded in the airport due to flight cancellations because of a Delta technology fai

To celebrate the legendary basketball player Michael Jordan’s induction into the Basketball Hall of Fame, the grocery store chain Jewel-Osco was considering an advertisement in a commemorative ed

This critical incident describes the social media response of some customers when they believed a Happy Meal’s Minion toy was saying the expletive, “What the f@#k?” In July of 2015, McDonald’s re

Sylvia Wright, owner of a local Hallmark card shop, had just read a newspaper article announcing the closing of another location in a neighboring county.

This decision-oriented critical incident addresses potential legal and marketing conflicts in the restaurant industry based on claims of superior food or of inferior competitor products.

The Fédération Internationale de Football Association (FIFA) focused on improvement of football (known as soccer in the U.S.) and organized international soccer competitions, including the World

Country Crock spread (a butter substitute made by Unilever) had changed its recipe to meet increasing consumer pressures for healthy food products.

Dennis Chandler, the incoming president of the Blue Line Hockey Booster Club (BLC) faced a challenging situation.

Anders Dahlberg is at a crossroads. As Underwriting Director at WMUK, he must find new ways for the local, NPR affiliate-classical music radio station to remain relevant.

GoldieBlox posted a video to its website that depicted young girls creating an elaborate and entertaining Rube Goldberg device.

This critical incident represents a real situation in which a well-known billionaire television executive, Oprah Winfrey was caught in the middle of a sex scandal at her beloved Leadership Academ

Urban Outfitters, as part of their vintage line, came under severe criticism for selling a sweatshirt with a Kent State University logo that included red splotches that resembled blood stains.

This critical incident describes Greenpeace’s social media and direct-action campaign targeting Lego for its business relationship with Shell Oil.

MannKind Corporation is a small biotechnology firm faced with a critical decision to find a partner to market its first product.

Lululemon Athletica, known for high-end yoga apparel, faced a series of bad public relations events starting in 2006 and continuing until 2013.

Danielle O’Reilly was frustrated. She paid for a massage several weeks ago and was really looking forward to it.