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In my exploration of the expectations of customer service that people have in regards to their visits at Starbucks retail stores, I will utilize Laswell's Model of Communication and the theory of symbolic interactionism to guide my findings. These overarching ideas provide a foundation for understanding the communication process as

In my exploration of the expectations of customer service that people have in regards to their visits at Starbucks retail stores, I will utilize Laswell's Model of Communication and the theory of symbolic interactionism to guide my findings. These overarching ideas provide a foundation for understanding the communication process as a whole, and will therefore allow us to extract meaningful information from regular interactions between Starbucks employees and consumers. Additionally, my goal is for these discoveries to produce insight in regards to critical customer service qualities that other businesses should incorporate into their own customer service programs in order to find success.
ContributorsRomero, Felipe Antonio (Author) / Martin, Judith (Thesis director) / Robinson, Jennifer (Committee member) / Propes, Rebecca (Committee member) / Barrett, The Honors College (Contributor) / Hugh Downs School of Human Communication (Contributor)
Created2014-12
Description

The Starbucks Workers United Movement emerged in late 2021 and quickly spread to 290 stores in at least 40 states. SBWU cuts against the decades-long trend of decline in the US labor movement, and many hope that it signals its revitalization. I conducted interviews in Arizona's first SBWU location to

The Starbucks Workers United Movement emerged in late 2021 and quickly spread to 290 stores in at least 40 states. SBWU cuts against the decades-long trend of decline in the US labor movement, and many hope that it signals its revitalization. I conducted interviews in Arizona's first SBWU location to investigate why workers organized, why they chose to act now, and what obstacles lie ahead of the movement. I found that the movement is driven primarily by young workers (Gen Y and Z) motivated by factors other than pay like toxic management, scheduling concerns, and dignity at work. Findings indicate that the conditions which brought about SBWU will increase in a future of climate change and economic instability.

ContributorsSundin, Isaac (Author) / Fong, Benjamin (Thesis director) / Voorhees, Matthew (Committee member) / Barrett, The Honors College (Contributor) / School of Social Transformation (Contributor) / School of Life Sciences (Contributor)
Created2023-05