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GM591_Course_Project_Outline[1] - GM 591 Leadership and...

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GM 591: Leadership and Organizational Behavior Course Project “Why is Employee Job Satisfaction High at Starbucks? Course Project : Due Week 7 Presented to: Sharolyn Hergott By: Miasauma Wigfall [email protected] 8/21/2011 1
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GM 591: Leadership and Organizational Behavior Course Project Introduction Starbucks is an international coffee and coffeehouse chain based in Seattle Washington. Starbucks is the largest coffeehouse company in the world, with 17,009 stores in 50 countries, including over 11,000 in the United States, over 1,000 in Canada, and over 700 in the United Kingdom. Donald, Jim (2007) Starbucks sells drip brewed coffee, espresso-based hot drinks, other hot and cold drinks, coffee beans, salads, hot and cold sandwiches and Panini, pastries, snacks, and items such as mugs and tumblers. Through the Starbucks Entertainment division and Hear Music brand, the company also markets books, music, and film. Many of the company’s products are seasonal or specific to the locality of the store. Starbucks-brand ice cream and coffee are also offered at grocery stores. http://topics.nytimes.com/top/news/business/companies/starbucks_corporation/index.html Starbucks was founded in 1971 where the first store opened in Seattle, Washington. Part of their mission is to positively contribute back to the community and environment. Many of the employees who work at Starbucks take this mission personally and they volunteer throughout the communities in which they work. Part of the Starbucks training encourages employees to go out and do volunteer work in their community. Starbucks also has each store pick a charity in which they donate pastries and coffee to each month. They work with quite a few charitable organizations and are a huge part of the communities that they are in. Starbucks was brought into the market to offer the Coffee drinker a new and pleasant experience. Since Starbucks came into the market coffee became friendship, comfort, quality beverage, and a moment of pleasure. The different strategies that they used in order to make the customer feel comfortable enhanced the whole coffee drinking experience. Moore, John (2006) 3
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I worked at Starbucks for one summer a few years ago. This is why I decided to do my paper on the organization. I was a cashier and had to provide suburb customer service to all the customers and ensure that they had a happy experience from the moment they walked through the door. Starbucks employees were well trained on how to provide superb customer service to its customers. We had to make customers feel welcomed and satisfied from the moment they walked in the door. Starbucks has recently announced a new corporate structure to accelerate its growth strategy. Currently Starbucks is structured as Starbucks U.S. and Starbucks Coffee International (SCI). This consists of 54 markets outside the United States. They will now move to a new three-region organizational structure which includes the following divisions: China and Asia Pacific Americas which include: o United States o Canada o Mexico o Latin America EMEA which consists of: o Europe o UK o Middle East o Russia o Africa
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