Publications
Publications
Show Results For
- All HBS Web
(194)
- Faculty Publications (24)
Page 1 of 24
Results →
- 2023
- Working Paper
The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks
By: Isamar Troncoso, Minkyung Kim, Ishita Chakraborty and SooHyun Kim
The US has seen a rise in union movements, but their effects on service industry marketing outcomes like customer satisfaction and perceptions of service quality remain understudied. In this paper, we empirically study the impact on customer satisfaction and... View Details
- August 2020 (Revised February 2021)
- Case
Luckin Coffee (A): Caffeine-fueled Growth?
By: Ramon Casadesus-Masanell and Karen Elterman
This case describes the founding of Chinese coffee chain Luckin Coffee in 2017 and its path to surpassing Starbucks as the largest coffee chain in China (by number of stores) in 2019. Unlike Starbucks stores, which were designed to be welcoming “third places” for... View Details
Keywords: Business Model; Business Earnings; Cost; Cost Management; Financial Statements; Financial Condition; Financial Management; Stocks; Profit; Revenue; Price; Food; Business History; Employment; Brands and Branding; Product Positioning; Marketing Strategy; Business Strategy; Expansion; Competitive Strategy; Food and Beverage Industry; Technology Industry; Asia; China
- November 2019 (Revised February 2020)
- Case
Starbucks: Reaffirming Commitment to the Third Place Ideal
By: Francesca Gino, Katherine B. Coffman and Jeff Huizinga
On April 12, 2018, two African American entrepreneurs had scheduled a business meeting at a Starbucks in Philadelphia’s Rittenhouse Square neighborhood. They sat without ordering, waiting for a local businessman to show up for the meeting. The store manager called 911... View Details
- October 14, 2019
- Article
Starbucks Stores That Only Accept Mobile Orders Sure Beat the Line
- December 2018 (Revised December 2019)
- Case
Commonwealth Joe Coffee Roasters
By: Alexander MacKay and Ramon Casadesus-Masanell
At the end of 2016, the leadership team of Commonwealth Joe Coffee Roasters—Robert Peck, Chase Damiano, and Jeremy Martin—had begun an ambitious retail expansion strategy in the Washington, D.C. metropolitan area for their specialty coffee business. That October, they... View Details
- November 2016
- Case
But, It's For a Good Cause
By: Elizabeth Keenan and John Gourville
Companies have long tried to enhance consumers’ perceptions of their firms and the products they sell in a variety of ways. Such efforts include the development of a brand image that the public views favorably, as in the case of Apple. It extends to the development of... View Details
- March 24, 2015
- Article
Starbucks' 'Race Together' Campaign and the Upside of CEO Activism
By: Aaron Chatterji and Michael W. Toffel
When Starbucks CEO Howard Schultz asked his baristas to engage customers in a discussion about race in America, it was a clear case of the growing trend of "CEO activism." Despite the criticism of that particular initiative, CEO activism—from Shultz to Chick-Fil-A's... View Details
- March 2015 (Revised August 2016)
- Case
Coffee Wars in India: Starbucks 2012
By: David Yoffie and Rachna Tahilyani
Starbucks entered India in late 2012. This case explores Starbucks' globalization strategy, its success in China, and its vision for India. The case asks whether Starbucks can replicate its success in China in India. View Details
- March 2015 (Revised August 2016)
- Case
Coffee Wars in India: Starbucks 2015
By: David Yoffie and Rachna Tahilyani
This case examines the progress made by Starbucks in its first two years of operation in India. View Details
- March 2015 (Revised December 2015)
- Case
Coffee Wars in India: Café Coffee Day 2013
By: David B. Yoffie and Rachna Tahilyani
Café Coffee Day (CCD) is the largest coffee retailer in India. In 2012, Starbucks entered the India market. This case explores CCD's competitive advantages, its analysis of Starbuck's entry strategy, and how it might respond to Starbucks' entry. View Details
- June 2014 (Revised March 2016)
- Teaching Note
Starbucks Coffee Company: Transformation and Renewal
By: Nancy F. Koehn
Keywords: General Management; Corporate Change And Sustainability; Turnaround; Howard Schultz; Leading Change; Starbucks; Change; Decision Making; Entrepreneurship; Ethics; Growth and Development; Innovation and Invention; Leadership; Management; Organizations; Risk and Uncertainty; Strategy; Value; Retail Industry; Service Industry; North and Central America; Asia; Europe; South America
- June 2014
- Case
Starbucks Coffee Company: Transformation and Renewal
By: Nancy F. Koehn, Kelly McNamara, Nora N. Khan and Elizabeth Legris
Starbucks Coffee Company: Transformation and Renewal analyzes the turnaround and reconstruction of Starbucks Coffee Company from 2008 to 2014 as led by CEO and co-founder Howard Schultz. The case offers executives and students an opportunity to examine in depth how... View Details
Keywords: Howard Schultz; Starbucks; Transformation; Turnaround; Change; Decision Making; Entrepreneurship; Growth and Development; Leadership; Organizations; Problems and Challenges; Risk and Uncertainty; Strategy; Value; Consumer Products Industry; Food and Beverage Industry; Retail Industry; North and Central America; Europe; Asia; South America; Middle East; Latin America
- August 2013 (Revised July 2014)
- Case
Coffee Wars in India: Café Coffee Day Takes On the Global Brands
By: David B. Yoffie and Tanya Bijlani
Café Coffee Day (CCD) is contemplating how to respond to the entry of Starbucks into the Indian coffee chain market. The case study describes the emergence of CCD as the leading coffee chain in India, with over 1,400 cafes in India. In early 2013, Starbucks, the... View Details
- February 2013 (Revised May 2013)
- Case
Juan Valdez: Innovation in Caffeination
By: Michael I. Norton and Jeremy Dann
Corporate entrepreneurs attempt to revive Colombia's famous Juan Valdez brand in the age of Starbucks, with café chain and packaged coffee ventures. In the 1970s and 80s, the iconic "Juan Valdez" ingredient brand was the most recognized in the world of coffee. The... View Details
- February 5, 2009
- Comment
In Praise of Marketing
By: John A. Quelch
Many dismiss marketing as manipulative, deceptive, and intrusive. Marketing, they argue, focuses too much of our attention on material consumption. More recently, Benjamin Barber, in his 2007 book Consumed, claims that marketing is "sucking up the air from every other... View Details
Keywords: Marketing; Consumer Loyalty; Local Vs. Global Branding; Multi-national Brands; Misleading and Fraudulent Advertising; Customer Value and Value Chain; Customer Satisfaction; Globalized Economies and Regions; Cross-Cultural and Cross-Border Issues; Multinational Firms and Management; Globalized Markets and Industries; Brands and Branding; Marketing Communications; Marketing Strategy; Product Positioning
- June 2008
- Case
Starbucks Coffee Company in the 21st Century
By: Nancy F. Koehn, Marya Lisl Hill-Popper Besharov and Katherine Miller
The case explores the opportunities and challenges confronting Starbucks in the early 21st century. For more than 15 years, Starbucks has grown swiftly and successfully, helping create a large, dynamic market for specialty coffee, building one of the world's most... View Details
- 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... View Details
- March 2004
- Teaching Note
Starbucks and Conservation International
By: James E. Austin, Jane Wei-Skillern and Alexis Lefort
Teaching Note to (9-303-055). View Details