Starbucks: a Study of Organizational Behaviour

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Organizational Culture
Starbucks Coffee Company was founded with the idea of differentiating itself from other companies through its strong organizational culture and ethical beliefs. The company’s founders believed that it could do business responsibly with a feeling of connection to the community, customers, and partners (www.starbucks.com). Its mission to inspire and nurture the human spirit – one person, one cup, and one neighborhood at a time is achieved through its passion of providing a quality product with quality service (www.starbucks.com). Starbucks Coffee Company upholds a culture in which diversity is valued and respected.

Starbucks refers to its employees are partners, because they are treated as equals. The company invests the time and resources to educating its partners at all levels. Recognizing that a happy employee reaps excellent customer service which in turns reaps a maximization of profits, Starbucks offers many benefits to its partners. Part time partners who work more than twenty hours per week are eligible for health care benefits, stock options, 401(k) matching, and tuition reimbursement (Marques, 2008).

Starbucks understands the importance of providing great service to its customers. It believes in providing a welcoming experience to each customer at each visit. Each customer receives the Starbuck Experience which starts and ends with “keep it simple” (Cavallari, 2009). The service that partners are expected to render is clearly communication to each employee through customer service training. Communication and Perception

Although Starbucks does an excellent job in communicating to its partners, the leaders understand that the perception of the information received may weaken the culture it has worked hard to maintain. It is important that what is communicated is perceived to be true. Lateral communication between employees also will influence perception and is very difficult to control (Burmann and Zeplin,...
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