Chapter 3 The Third Principle: Act With Lightning Speed
Racial Insensitivity at Starbucks and Maggi Noodles in a Tangle
✶Gino, F., Coffman, K., & Huizinga, J. (2020). Starbucks: Reaffirming Commitment to the Third Place Ideal. Harvard Business School, 920016, p. 9.
“This is not who we are, and who we are going to be. You can and should expect more from us. We will learn from this and be better.”—Kevin R. Johnson, CEO Starbucks✶
Circa 2018, USA.
A balmy afternoon in April (2018) was a regular day for the half-dozen staff at a Starbucks outlet in Philadelphia. They were busy brewing coffee for their customers, ranging from businesspeople in suits to college students working on laptops to those grabbing an afternoon pick-me-up. Millions ...
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