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- March 2009
- Article
Customer Experience Creation: Determinants, Dynamics and Management Strategies
By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience...
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Keywords:
Customer Focus and Relationships;
Business Strategy;
Growth and Development Strategy;
Retail Industry
Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).
- August 2004
- Supplement
Interview with Christine Day - Starbucks
By: John A. Quelch
Quelch, John A. "Interview with Christine Day - Starbucks." Harvard Business School Video Supplement 505-705, August 2004.
- March 2004
- Teaching Note
Starbucks and Conservation International
By: James E. Austin, Jane Wei-Skillern and Alexis Lefort
Teaching Note to (9-303-055).
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- April 2003
- Supplement
Starbucks and Conservation International
By: James E. Austin
Austin, James E. "Starbucks and Conservation International." Harvard Business School Video Supplement 303-808, April 2003.
- October 2002 (Revised May 2004)
- Case
Starbucks and Conservation International
By: James E. Austin and Cate Reavis
Starbucks, the world's leading specialty coffee company, developed a strategic alliance with Conservation International, a major international environmental nonprofit organization. The purpose of the alliance was to promote coffee-growing practices of small farms that...
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Keywords:
Financial Crisis;
Growth and Development Strategy;
Markets;
Demand and Consumers;
Production;
Corporate Social Responsibility and Impact;
Cooperative Ownership;
Performance Efficiency;
Alliances;
Nonprofit Organizations;
Food and Beverage Industry;
Mexico
Austin, James E., and Cate Reavis. "Starbucks and Conservation International." Harvard Business School Case 303-055, October 2002. (Revised May 2004.)
- Article
The Barista Principle: Starbucks and the Rise of Relational Capital
By: Ranjay Gulati, S. Huffman and G. Neilson
Gulati, Ranjay, S. Huffman, and G. Neilson. "The Barista Principle: Starbucks and the Rise of Relational Capital." Strategy + Business, no. 28 (Third Quarter 2002): 1–12.
- February 2001 (Revised September 2002)
- Teaching Note
Howard Schultz and Starbucks Coffee Company (TN)
By: Nancy F. Koehn and William Grundy
Teaching Note for (9-801-361).
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- February 2001 (Revised September 2005)
- Case
Howard Schultz and Starbucks Coffee Company
By: Nancy F. Koehn
Investigates the entrepreneur's strategic initiatives to develop a mass market for specialty coffee in the 1980s and 1990s. These initiatives included the development of premium products, rapid expansion of company-owned stores--each with attractive retail environments...
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Keywords:
Entrepreneurship;
Groups and Teams;
Brands and Branding;
Growth Management;
Employee Relationship Management;
Consumer Behavior;
Organizational Design;
Leadership Style;
Customer Relationship Management;
Competitive Advantage;
Vertical Integration;
Food and Beverage Industry
Koehn, Nancy F. "Howard Schultz and Starbucks Coffee Company." Harvard Business School Case 801-361, February 2001. (Revised September 2005.)