Page 202 - The Starbucks Experience

Bibliography

Information about using 10 percent recycled materials in bev-
erage cups was obtained from a Starbucks press release,
“Starbucks Demonstrates Its Commitment to Social Respon-
sibility throughout Its Business in Fiscal 2005 Corporate
Social Responsibility Annual Report,” February 8, 2006.

Principle 3: Surprise and Delight

®
Information on Cracker Jack was found at the Cracker Jack ®
Web site, www.crackerjack.com.
“As I pulled up to the store, I knew something was terribly
wrong; the sign was still dark and the lights were off inside.
I stopped the car and went . . .”
—Michael Cage, “Why Starbucks Wins & What Local
Businesses Can Learn from Them,” Marketing and
187
Entrepreneurship, www.entrepreneurslife.com,
June 14, 2005, paraphrased by the author for ease
of readability in context.

“noncustomers”
—Peter F. Drucker, The Essential Drucker: In One Volume
the Best of Sixty Years of Peter Drucker’s Essential Writ-
ings on Management (New York: Harper Business, 2003).
Information about the surprise to Bernadette Robinson was
found in the archives at www.oprah.com for November 30,
2004.

Principle 4: Embrace Resistance

“The trait of Starbucks that has appealed to me the most in
the past has begun to weaken. That trait is consistency. Sim-
ply, I think it was once . . .”