Stick-Up At Check-In: A Managers Response To Identity Theft In The Hospitality & Tourism Industry

Abstract

Resolving and decreasing identity theft is a burden shared by businesses managers and consumers; civic groups (non-governmental agencies); and governmental agencies. Terri, a hotel manager of a large international flagship resort is notified by authorities that her hotel and some of its key employees have been the focus of a 3-month long identity theft sting. Terri, has to handle ethical, legal, and organizational issues while facing possible criminal charges. She has a small window of time to try to resolve this issue internally and re-establish trust with all key external stakeholder constituencies. This case can be used in the following undergraduate and graduate courses: business ethics, management information systems, organizational behavior.