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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 failure. During this time, Sarah and thousands of...
Various stakeholders were competing to have their voices heard about the impact of tourism in the community near the Hollywood sign in Los Angeles, California. Tourists wanted easy access to hike to, and take photos near, the sign. Homeowners...
On May 22, 2011, a tornado destroyed a large portion of Joplin, Missouri. The tornado was the deadliest in the U.S. since modern record keeping began in 1950 by the National Weather Service. Six schools, including the city’s only high school,...
The play “N*GGER WETB*CK CH*NK” had been performed in 44 states as a comedic critique of stereotypes and race. It had been praised for its contributions to the dialogue on race relations, but the president of California State University Long...
Kendall Meyer was frustrated. He had recently started his internship in the housekeeping department for a large hotel and was experiencing credibility and performance issues from housekeeping staff that he was responsible for supervising. As a...
This critical incident focuses on applying Karl Weick’s (1995) sensemaking theory to help students interpret perspectives in what occurs when a summer intern had to deal with an emerging situation in a restaurant. By applying Weick’s...
This decision-oriented critical incident describes Stacey Garrison’s personal dilemma of whether to candidly express her concerns about the human resource management practices of Lexi and Mark (owners of the bakery where Garrison works), or to...
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...
Groupon, Inc.’s growth had been spectacular, and in less than three years after its founding, it was ready to make its initial public offering (IPO). Its revenues and its customer base had grown rapidly. The company, however, had yet to show a...