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This critical incident stems from an extended exchange of comments over Twitter between film actor James Woods and an anonymous Twitter user under the pseudonym “Abe List.” Both users seemed to revel in the messy, rambunctious, and often...
This critical incident describes a crisis facing Burger King (BK) executives upon the 2015 release of BK’s Halloween Whopper at the end of September, 2015. The Halloween Whopper was a regular Whopper, but had a black bun with an A.1. flavoring...
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...
Providence, RI had a 1,980-street municipal grid, wherein 75 street names were identified as nonunique, having one or more similar sounding or duplicated matches in the metropolitan area. This spelled disaster for Providence’s emergency...
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...
In 2012, a couple from Cyprus, Andreas and Elena Ioannou, faced the challenge of recovering their investment in the capital securities of Laiki Bank, the second largest bank in Cyprus. They had purchased the securities in 2009–2010, tempted by...
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...