On November 26, 2008, terrorists attacked the Taj Mahal Palace hotel in Mumbai. Many of its employees stayed to help the guests. “The chefs formed a human barrier around the guests and took the bullets,” said Rohit Deshpande of Harvard Business School, who studied the attack.
“Staff members had no training in security measures,” he added. Deshpande traced their conduct to the way the Taj recruited its staff, “recruiting for character.”