Society for Case Research MBAA 2021

Experience level: 
Intermediate
Intended Audience: 
Faculty
Authors: 
Paul E. Olsen

Good Samaritan or Poor Performance?

This critical incident is about Hannaford Store Manager Rolland Tessier and his decision to terminate Amir Shedyak, a supermarket Customer Service Leader, for violating Hannaford’s safety policies. More specifically, Shedyak violated Hannaford’s “no chase” policy when he returned a stolen wallet to a customer after pursuing the man who grabbed the wallet from her purse and fled the store. While Hannaford’s policy prohibited pursuing shoplifters, its corporate Code of Ethics encouraged employees to act with integrity and courage and do what’s right, every day. After the story of Shedyak’s heroism and subsequent dismissal from Hannaford Supermarkets went viral, Rolland Tessier was left wondering if terminating Shedyak was the right decision.