Video: Howard Schultz

http://harvardbusinessonline.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=994515
Authors: Meyer, Kathleen; Pearce, Nicole
Source: Business Enterprise Trust
Year: 1994

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Abstract:

In the late 1980s Howard Schultz led the Starbucks Coffee Co. to explosive growth, transforming a small whole-bean coffee company into a national retail power. Starbucks success hinged on its reputation for quality and personal service. Schultz feared that the company's rapid expansion, plus the retail industry's high turnover and reliance on part-time workers, were threats to Starbucks competitive edge. How could Schultz reduce turnover and encourage loyalty and enthusiasm among his employees? Supplements available (from Harvard Business School Publishing).
Designed for use with Howard Schultz (A) and (B) cases.