In the late 1980s Howard Schultz led the Starbuck's Coffee Co. to explosive growth, transforming a small whole-bean coffee company into a national retail power. Starbuck's success hinged on its reputation for quality and personal service. Schultz feared that the company's rapid expansion, plus the retail industry's high turnover and reliance on part-time workers, were threats to Starbuck's competitive edge. How could Schultz reduce turnover and encourage loyalty and enthusiasm among his employees?

Supplements Howard Schultz (A) product # 994006.