Organizational Behavior, Third Edition

Chapter 11. Groups and Teams

Exploring Behavior in Action: Teamwork at Starbucks

Although a few setbacks have occurred in recent years, Starbucks remains one of the most successful business stories in history. The company's growth and financial success have been nothing short of phenomenal. As of early 2010, Starbucks has more than 16,000 retail outlets in more than 45 countries. For the 2009 fiscal year, sales were $9.7 billion. In the most recent quarter for which data are available, the company's profits soared as the global recession eased. In addition to its retail coffee shops and kiosks, with which you are probably familiar, the company has entered several successful joint ventures and partnerships. For example, a partnership with PepsiCo produces the bottled coffee drink Frappuccino, and a joint venture with Unilever produces Starbucks coffee-flavored ice cream, which is sold in grocery stores. A partnership with Capitol Records resulted in a series of Starbucks jazz CDs. Furthermore, Starbucks has partnered with other companies, including United Airlines and Barnes & Noble Bookstores—all of which exclusively serve or sell Starbucks coffee. The list of industry awards is also impressive, including national and international awards for best management, humanitarian efforts, brand quality, and workplace experiences.

Much has been written about the sources of success at Starbucks. Several factors have been singled out for attention—effective branding, superior product quality, ...