In 2005, Starbucks was placed second among large companies in the Fortune "Best Companies to Work For" survey. The employees are very important for every company, so also for Starbucks. The front-end employees have a boundary spanning position in the company. They interact with the internal and external environment of the company. That's why it's very important to attract the right people with the right skills and capabilities and to train those employees to improve their selves. That's why Starbucks' used this recruitment motto: "To have the right people hiring the right people." The employees, especially those on the frontline, are critical to the success of retail businesses like Starbucks. Most companies do not have a strong relationship with their employees, and consequently suffer from a high rate of employee turnover.
A lot of the existing companies ask their employees to express emotions to conform the customers expectations. Sometimes they act those emotions because they don't feel them. This can be very stressful for the employees. Starbucks realized early on that motivated and committed employees were the key to the success of a retail business. Therefore the company took great care in selecting the right kind of people and made an effort to retain them. The company's human resource policies reflected its commitment to its employees. Starbucks determined what the customers expected and the HRM department tried to recruit the most suitable employees for the job using employee-friendly policies and a supportive work culture. Especially for part-time workers they has a benefits program. This is something that not many companies offered. This resulted in a very high productivity and because of this they had a relatively low employee turnover. Starbucks relied on its frontline staff to a great extent in creating the Starbucks Experience' which differentiated it from competitors. Therefore the company paid considerable attention to the...
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