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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. As the Christmas shopping season approached, Sylvia wondered if she, too, would join a...
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 organizational focus is Pizza Hut and its response to...
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 Cup. Gianni Infantino, a member of the United...
Country Crock spread (a butter substitute made by Unilever) had changed its recipe to meet increasing consumer pressures for healthy food products. Consumer posts on sites such as the brand’s website, Facebook page, and Twitter page almost...
Dennis Chandler, the incoming president of the Blue Line Hockey Booster Club (BLC) faced a challenging situation. The BLC’s mission was to offer financial and spirit-based support to the university’s D1 hockey team, which included activities...
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 edition of Sports Illustrated magazine. The...
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 released the Minion Happy Meal toys in conjunction...
Danielle O’Reilly was frustrated. She paid for a massage several weeks ago and was really looking forward to it. However, she had just been told that she was not going to get her massage and there was nothing she could do about it. Danielle...