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A group of probationary officers from the Civil Service training academy took part in a day-long trek in the Himalayas during the month of October. Even though they had been trained for such treks, on the day itself a number of things went...
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...
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,...
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...
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...