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

Nissan CEO Carlos Ghosn intends to introduce the first mass-produced all-electric car, the Leaf, in December 2010.

The Downtown Development Corporation (DDC) in Fletcher, NE was a non-profit organization that organized events in downtown Fletcher, a small community that underwent a downtown revitalization.

Nick Servies, the founder and owner of Scarlet Lane Brewing Company, was faced with a dilemma.

By 2011 analysts and journalists were buzzing about why Starbucks had been so timid with its entry into India. After all, Starbucks had over 17,000 stores worldwide in 55 countries.

Building upon our past “From the Editor” articles that focused on cases in the classroom (Peters, Cellucci, and Ford, 2015; Cellucci, Peters, and Woodruff, 2015), the purpose of this ar

This is the full preview of the Journal of Critical Incidents - Volume 9 (Fall 2016). Individual cases with the associated teaching notes can be found by searching the case title.

It was April and azaleas were blooming everywhere, but Tim Peterson was not enjoying the beauty around him. He was looking at sales at his one-person barbershop and was frustrated.

The Air Zoo, an aviation museum located in southwest Michigan, is approaching its 30th anniversary and is faced with declining attendance and thus not meeting its financial goals.

Thus, for this issue, our “From the Editors” article focuses on points made during the workshops.

This is the full preview of the Journal of Critical Incidents - Volume 3 - 2010. Individual cases with the associated teaching notes can be found by searching the case title.

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.

In September of 2016, Heather Bresch, the Chief Executive Officer of Mylan, was called to testify before the House Oversight and Government Reform Committee, part of the U. S. Congress.