Leadership and Customer Satisfaction: A Management Report on Starbucks

This report examines customer satisfaction within Starbucks, emphasizing its importance to the organization's success. It analyzes the company's focus on customer satisfaction, highlighting the role of leadership in addressing issues like supply chain delays and product quality. The report explores v...Read More

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Running head: MANAGEMENT
Leadership for Sustainable Business
Name
Institution
Author’s Note

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Introduction
Customer Satisfaction in Starbucks organization
Customer satisfaction is normally one of the major issues that are very important within a given
organization (Liu, 2013). As a result of this, the top management team for Starbucks
organization has been working hard to ensure that all their customers segments are well satisfied
with the products that are supplied to them (Birdi et al., 2016) As a result of this, the entire
organization has been looking forward to fully satisfy all its customer segments in order to
improve the bond that exists between them and the organization (Ferdig, 2017). ‘We are looking
forward to make sure that all aspects of customer satisfaction are appropriately engineered in
order to derive the organization towards the intended direction’, that is a statement that has
always been said by quite a number of employees who are attached to the organization and have
been able to develop one of the strongest believes that each and every customer should always be
given the first priority in terms of the quality products and services that are given to them
(Kantabutra, 2016).
As a leader within the organization, there are quite a number of issues that needs to be
perfectly addressed in order to make sure that each and every step that the organization takes is
counted towards the positive direction (Baumgartner, 2009). Delays in supply chain and poor
product quality produced by various companies have emerged as some of the major problems
that have contributed towards an increased rate of customers not getting satisfied at all (Avery &
Bergsteiner, 2011). AS a result, quite a number of complains have been able to emerge from the
customer side since there comes a point when they develop a feeling that their money goes at a
waste when they are not capable of receiving the services that they requested (Wright &
McMahan, 2011). As a leader within the organization, I will be able to make sure that

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appropriate engagement of employees of carried out thus leading to the production of quality
goods and services that will make all the customers to be well satisfied with what is offered to
them. Moreover, addressing this problem will also make sure that appropriate popularity is
gained by the organization through the ratings that will be provided by the customers as a result
of their satisfaction (Tideman, Arts & Zandee, 2013).
The major Purpose attached to this paper is to clearly highlight how the issue of customer
satisfaction has been handled within Starbucks together with some of the benefits that have been
able to emerge as a result of the organization giving a first priority to the whole issue. Moreover,
the paper also aims towards creating awareness across quite a number of organizations on how
best they can be able to implement the issue of customer satisfaction within their respective
boundaries to ensure that a reliable outcome is achieved at a faster rate (Petrick et al., 2015).
Rationale
Answering each and every question related to customer satisfaction is quite important
most so to the leadership of the organization. Customers are able to recognize an organization
by the level of satisfaction that they have been able to obtain from the organization (Lemon &
Verhoef, 2016).
Scope and Limitations
When leadership theories together with leadership theories together with strategies for
change which include recruiting various champions for change, exercising of authority together
with redefining cultural values are adequately implemented according to all the required rules
and regulations, there is a high probability that a reasonable outcome is likely to be attained by
the organization. At the same time, inappropriate engagement of leadership theories wills also

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lead to the emergence of negative outcomes (Birkinshaw, Bresman & Håkanson, 2016). The
analysis of the whole situation was therefore carried out by comparing different types of
variables within the organization in order to come up with a more reliable and understandable
outcome (Fosberg, 2014). Additionally, one of the major limitations associated with the study is
lack of appropriate information that can be fully relied up in order to carry out quite a number of
advanced evaluation process that are likely to take place both at the internal and external part of
the whole organization (Huang, Backman, Backman & Chang, 2016).
Body
Analysis of the Issue and overview of the Organization
For a long time now Starbucks have been deeply looking into quite a number of issues
involving customer satisfaction right after the organization has released various products to
different customer segments (Hecklau, Galeitzke, Flachs & Kohl, 2016). Currently, it is an issue
that has been given much focus to an extent that the management team has decided to carry out a
survey across various customers in all the market segments that they have been able to target
over the past years (Guest, 2011). The survey is mainly focused towards providing the
organization with a first-hand information that is more reliable concerning whether or not their
customers are satisfied with all the products and services given to them, At the same time, quite a
number of meetings have been called by the management team where they have been able to
share different ideas regarding some of the best strategies that can be appropriately utilized with
an intention of outdoing all the competitors through the provision of satisfactory services to all
the customers without discriminating them at all (Ferris & Judge, 2016). According to statistics
originating within the organization boundaries of Starbucks, the issue of customer satisfaction

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has been able to scale up to greater levels almost on a yearly basis and as a result of this, the
entire organization been able to eliminate itself from the rest of the other organizations therefore
getting that advantage of uniqueness (Chuang & Liao, 2010).
As far as the overview of the organization is concerned, it is an organization that has been
able to obtain popularity at a faster rate leaving quite a number of individuals amazed since they
never expected the occurrence of such situations (Hofacker, De Ruyter, Lurie, Manchanda &
Donaldson, 2016). Moreover, its current international situation appears to be an emerging part of
the business role that is played by the whole organization, therefore the reorganization of this is
something that is totally approved by its aim to emerge as a leading global economy as a result of
it bringing quite a number of differences in the lives of various personalities who are well spread
across the whole world (Stevens & Campion, 2016). Overall, the vision of Starbucks to emerge
as the worldwide global brand appears to be adequately working in the favor of the entire
company thereby this has made it to attract the attention of different types of major companies
most so the ones who are interested in sharing a partnership (Voegtlin & Greenwood, 2016).
This is an approach that has been able to give one of the strongest strongholds or even a strong
basis majorly for the future development of different types of international markets and even
goes further to strengthen the mission to become one of the most recognized and leading
specialty coffee retailers across the whole world (Kang & Snell, 2017).
Understanding of leadership model and strategy for change
Many scholars have been able to define the term leadership in a different way. Normally,
they are always individuals who are capable of establishing a reasonable direction for particular
groups of individuals who are capable of gaining commitments and at the same time are capable

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of fully motivating these members for them to achieve some of the desired directions that are
attached to the outcomes (Brewster,Wood & Brookes, 2017). As a leader, the CEO of the
organization has always admired quite a number of individuals most so the ones who tend to
have various forms of talents and new ideas (Godey et al. 2016). This has always made it much
easier for the organization to fully attain different types of milestones leading towards the
emergence of change within the organization itself (Dyllick & Muff, 2016). At the same time,
the CEO also believe that if quite a number of personalities within the organization had a strong
faith in him together with all his motives, then they would not see the need of any form of union
(Järvinen & Taiminen, 2016). This clearly reflects his powerful communication and democratic
skills as a leader in terms of appropriately understanding what is entailed within the leadership
model and being able to implement all its aspects just to ensure that strategy for change is well
addressed by the whole organization (Ogunyomi & Bruning, 2016). He fully believes in treating
each and every personality with a lot of respect together with dignity that has made him to
always show much concern to his employees and even go as far as providing them with an
opportunity to present them and showcase their abilities to the whole company (Morsing &
Oswald, 2016). When it comes to evaluating the approach and style in Starbucks, there is the
need to fully rely on quite a number of theories that are fully based of the entire leadership
approach together the style of leadership that is carried out within the organization (Hind, Wilson
& Lenssen, 2017). Once you clearly understand some of the best ways to encourage various
employees to work for the business, the next step is to carry out the right application of
leadership model (Thomas, Schermerhorn & Dienhart, 2014). As a result of this, the model that
is used must always be very simple and well organized where it should try as much as possible
not be restricted to any form of a laminated index (Huselid, 2016). Moreover, it fully consists of

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various parts attached to the organization together with all the management systems that are
capable and functional enough to provide some of the results that are of high quality (Truss et al,
2016). Normally leadership models are known to be capable of appropriately making one of the
simplest mechanisms directed towards providing reliable results specifically for the organization
(Maak, 2017). A good leader must always be well versed with quite a number of issues that are
dealing with leadership models since this is one of the major ways that can be able to provide
them with an effective output likely to last for quite sometimes (Hofacker & Belanche, 2016).
An individual attached to a given organization, be it large or small can be able to perform such
conditions with an intention of meeting deadlines and also be able to appropriately organize all
the team members in a reasonable manner (Maak, 2017).
The application of leadership model together with change strategy in a realistic
situation
Starbucks is fully committed towards addressing various issues associated with
sustainability by bringing about change in the attitude of the employees within its boundaries.
The management of Starbucks has been working very hard to lessen the use of plastics since they
are likely to cause a threat to the surrounding environment and even go as far as minimizing the
chances of the organization’s sustainability (Paré & Tremblay, 2017). This is an issue that will
be attained by recruiting champions for change; these champions will majorly focus on the
implementation of quite a number of techniques that can be used to eradicate the usage of
plastics both at the internal level of Starbucks together with its external level. On the other hand,
Starbucks is also looking forward to minimize the emission of toxic gasses into the atmosphere

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thus dealing with issues associated with climatic change (Stevens & Campion, 2016). This will
be attained by an appropriate redefinition of cultural values across different employees; this will
therefore change their cultural normal and values by making them to start realizing some of the
importance of taking care of the environment. As a result of this, Starbucks will be able to
address its sustainability issues.
As far as understand leadership model and strategy for change is concerned, there are
different known types of leadership models that have been applied across organizations. The first
one is leadership with autocratic model (Kantabutra, 2011). It is a popular leadership model that
has been able to show one of the most significant tremendous progresses across different types of
customers. Moreover it is among the major types of transactional leadership (Hudson, Huang,
Roth & Madden, 2016). In order to apply this type of leadership among various members within
a given business environment, it normally requires unskilled job that is much more routine.
Moreover, it can always be used in various conditions involving crises most so when appropriate
decisions simply needs to be made and implemented without wasting any time to carry out
further discussions. In most cases, it is always a leadership model that is being used among
different military personalities (Katsikeas, Morgan, Leonidou & Hult, 2016).
There is also the leadership with transaction model that has always been used by different
types of individuals. Putting much focus in this style of leadership, it is always the mandate of a
leader to fully assign certain tasks that are to be carried out by the employees and a result, is the
employees are capable of delivering a good performance results, then their efforts must be
always be recognized by the leader through offering them with various forms of rewards. At the
same time, if the results shown by the employees are not what were expected, then they are
capable of being punished for their deeds (Jabbour & de Sousa Jabbour, 2016). The application

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of this leadership model involves the manager together with quite a number of team members
who are capable of coming together with an intention of making certain goals on which all the
employees finally agrees to follow under the right leadership in order to come up with different
forms of changes that have been agreed upon (Paré & Tremblay, 2017). At some point, it always
entails more about the managerial power which clearly means that a particular manager is
capable of reviewing the results, be able to train the employees and also offer them rewards most
so when they are capable of attaining the required results (D'Amato & Roome, 2016). Finally,
applying leadership model and change strategy is not just a one click scenario bus instead, it
involves a series of different events that are taken and implemented systematically through the
use of a wide variety of ethical rules that are fully capable of governing the whole situation
(Surie & Ashley, 2018).
Strategies for change
Redefining cultural values- This is an essential strategy for change that fully involves the use of
a specific level of assumption that various personalities are capable of fitting in and going along
with quite a number of cultural norms and values (Huselid, 2016). Due to this, it is capable of
coming up with a culture that is full of improvement specifically aimed to change the minds of
the employees in terms of how they work. Starbucks has used this strategy to solve the problem
of customer satisfaction by making sure that quality products and services are produced by the
employees thus making the customers to be fully satisfied with what is given to them.

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Recruiting champions of change- This strategy for change fully involves the recruitment of
frontline employees for them to share the need for change with their peers in order to speed up
the performance of the organization (Voegtlin & Greenwood, 2016). Starbucks has been able to
use this strategy in quite a number of employees both at the internal and external level thus
making them to be very competent in terms of their duties when it comes to providing quality
products and services to the customers.
Exercising authority-This is another change strategy that fully involves the implementation of
various forms of authorities attached to a given organization in order to get all the workers
adhere to the new standards, processes together with quite a number of cultural norms (Guest,
2011). Starbucks has taken an advantage of this change strategy towards all its employees thus
making it easier to deal with the issue of customer satisfaction by ensuring that every employee
is able to follow the rules that are required to attain customer satisfaction.
Analyzing some of the realistic outcomes of strategy together with some of the
constrains identified.
The realistic outcome of the problem fully revolves around Starbucks. One of the major realistic
outcomes that the strategy is capable of bringing to Starbucks organization is that it is capable of
setting up some sense of direction that gives Starbucks one of the best opportunities to tackle a
variety of its problems that are capable of arising from quite a number of issues involving
customer satisfaction. Moreover, this realistic outcome helps Starbucks to clearly come on board
and be able to define the direction in which it should be able to travel thus going as far as

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overcoming all its problems that it is facing at the internal level. Additionally, another realistic
outcome of the strategy is that it is capable of increasing the market share and profitability of
Starbucks. Starbucks is known to be facing some problems of customer satisfaction in certain
regions as a result of various issues, these customer satisfaction problems have been able to come
up with quite number of contains which majorly include a decrease in terms of the revenue
collected by the company (Hind, Wilson & Lenssen, 2017). . As a result of this, this realistic
outcome of the strategy has greatly helped to increase the market share of Starbucks together
with its profitability levels that has been able to emerge as a result of the customers getting
satisfied with all the goods and services that are being provided to them at the current situation
due to a perfect and reasonable implementation of the strategy. In conclusion, these realistic
outcomes attached to the strategy have been able to indicate some condition that tends to exist
between Starbucks and the problems that it has been able to face (D'Amato & Roome, 2016).
Conclusion
The issue of customer satisfaction being a parameter that is giving most organizations
nightmares bust at the same time is has the capability to come up with quite a number of positive
changes within an organization, can only be solved by developing appropriate leadership models
together with change strategies thus making sure that the productivity of the organization is taken
to the next level. Starbucks organization has really gained popularity gained a good popularity
and at the same time it has been on the fore front to make sure that it is capable of appropriately
addressing the issue of customer satisfaction to its best level in order to scale up its performance.

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Moreover, leadership model and strategy for change can be used as a weapon to take the whole
organization to greater heights. Finally some of the realistic outcomes of the strategy together
with its contains are only capable of emerging depending on the way a particular leaders is able
to handle the strategy thus positive handling is able to come up with a wide range of positive
results and at the same time, a negative handling of the strategy will also lead to a negative
outcome.
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