Scholarly Articles

This critical incident is about Amir Shedyak, a supermarket Customer Service Leader, who was fired from Hannaford Supermarket by Store Manager Rolland Tessier for violating Hannaford’s safety pol

This decision-based critical incident describes Jorge’s concern about how to deal with the double bind of customer backlash caused by charging large deposits for propane tanks while facing a seve

On January 28, 2021, just before dawn on the West Coast of the United States, Vladimir Tenev, the CEO of Robinhood, received a margin call from the U.S.

As Josh ate breakfast, he wondered what he was going to do about Ben, his 64-year-old longtime family friend and salesperson suffering from severe arthritis.

Elizabeth Torres glared at the documents from the Phillips, Cantor and Shalek law firm. She had stated in an email to several individuals that I Heart Mac & Cheese was a scam.

For Chip Bergh, CEO of Levi Strauss & Company, the fact that Levi’s own e-commerce sites accounted for only 4% of the company’s net revenues in 2018 was unacceptable (Levi Strauss & Co, 2

Scott Bailey sat in his office, pondering his dilemma: “We haven’t missed a Saturday evening show in over 94 years, but I don’t see how we can avoid cancelling this week.” It was Thursday, March

An American company in a verbal war with a sitting American president? Over worker apparel? In August 2020, the Goodyear Tire and Rubber Company faced a social media spat with a polarizing U.S.

The Edmonton Eskimos (EE) were a highly popular Canadian Football League (CFL) franchise. As board chair, Janice Agrios faced growing accusations of insensitivity with escalating calls to change

Boom. YULU President and co-founder Jochem van Rijn was blown away by the backlash to his “Cut The Wire” children’s toy, a toy bomb that had to be defused before it exploded.

“Whatever we decide, we have to remember that Chuck E. Cheese’s heart and soul is centered around entertainment,” thought Chuck E.

"We were shocked," said Erica Hanner. "None of us had any idea that this was coming. It hurt a lot, honestly. I was speechless for probably 10 minutes after.

When Ann Mary Price, who was 70 years old and worked for the West Virginia State Senate, snatched a Covid-19 vaccine appointment on the first try, she was elated.

Leading sports apparel and shoe brands pay large sums of money to sponsor collegiate athletic teams in hopes of gaining significant exposure.

As part of the Personal Taxation course Vivian took at her university, she was required to volunteer in the Volunteer Income Tax Assistance (VITA) program, an IRS program that funds local organiz

Tina was a student who received a grade of zero on the first assignment in a business law course.

Amy Hill had hiked to the top of her 44-acre property with her six-year-old son and was having second thoughts about starting a woman-owned small seasonal business, Creekside Maple Syrup.

Neely Paul was intrigued by the newspaper headline (Underwood, 2006) that accused a local business CEO of embezzling $7 million.

Instead of getting the golden parachute he was expecting, Paul Iacovacci, close to retirement at Brevet Capital Management LLC, got a pink slip and a lesson in cybersecurity.

Ring, Inc., a subsidiary of Amazon, offered security products to enhance customer peace of mind.