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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...
Gary and Darla Beggs, after long, professional tenures in large corporations, decided to become business owners. The two experienced business professionals were looking for an opportunity to use their skills and knowledge to successfully...
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...
This critical incident considers an English-only language controversy at City Market, Onion River Co-op, a grocery store and food co-op located in Burlington, Vermont. A City Market manager’s practice of encouraging his staff, primarily...