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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...
Nissan CEO Carlos Ghosn intends to introduce the first mass-produced all-electric car, the Leaf, in December 2010. His expectation is that by 2012 the vehicle will be mass marketed to the public. If electric cars account for one tenth of all...
The Downtown Development Corporation (DDC) in Fletcher, NE was a non-profit organization that organized events in downtown Fletcher, a small community that underwent a downtown revitalization. The DDC hired consultants to develop a marketing...
The Air Zoo, an aviation museum located in southwest Michigan, is approaching its 30th anniversary and is faced with declining attendance and thus not meeting its financial goals. In early 2008, CEO Bob Ellis is considering the elimination of...
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...
Country Crock spread (a butter substitute made by Unilever) had changed its recipe to meet increasing consumer pressures for healthy food products. Consumer posts on sites such as the brand’s website, Facebook page, and Twitter page almost...
To celebrate the legendary basketball player Michael Jordan’s induction into the Basketball Hall of Fame, the grocery store chain Jewel-Osco was considering an advertisement in a commemorative edition of Sports Illustrated magazine. The...
Koji managed two stores and an e-commerce site for a New York subsidiary of a Japanese apparel company. It designed and sold jeans and denim products in its own retail chain and online stores. The brand is fairly well known in Japan and popular...
In this decision case, Gary Olnowich, vice president of operations at Linda Construction Company (LCC), considers a proposal from one of LCC’s biggest contractors for LCC to add a new division of new-construction waste removal. The case...
The lack of practical late-night dining options had been a huge void on the Cliffside campus, a smaller, residential campus of Northern University. Tom Johnson, a business honors student, decided to explore his hunch that this was a vastly...