New Era University

School of Graduate Studies

Starbucks: A case study examining power and culture

via radical sociodrama
MBA 112 – Organizational Behavior Management

Case Study by : Dwight Swayne U. Alegros

Course: MBA – General Program

Dr. Gloria M. Juliano

Instructor
 TABLE OF CONTENT
Introduction ------------------------------------------------------------------ 01
Executive Summary -------------------------------------------------------- 02
Problems & Issues ---------------------------------------------------------- 06
SWOT & TOWS Analysis -------------------------------------------------- 07
Implications -------------------------------------------------------------------- 10
Conclusion --------------------------------------------------------------------- 11
Recommendation ------------------------------------------------------------- 12
Reference ----------------------------------------------------------------------- 15
 1.0 INTRODUCTION:
NAME : Starbucks Corporation
HEADQUARTERS : Seattle, Washington, US.
EMPLOYEES : 346,000 in 2019
REVENUE FOR 2019 : US $26.51 Billion
CEO : Howard Schultz (Founder of Starbucks coffeehouse)

The Starbucks corporate mission statement is audacious in its ambition: “To

inspire and nurture the human spirit – one person, one cup, and one neighborhood at a
time” (Starbucks, n.d.).
Starbucks’ use of language and symbols is at the center of its concerted efforts
to create a community with and for its customers that promotes its belief system, which
it claims is based on notions of common good, philanthropy, and social consciousness.
By engaging with the corporation, the enterprise is assuming that one subscribes to its
goals and aspirations.
Starbucks chief executive Howard Schultz (1997) On inculcating culture, Schultz
explains, “Whether you are the CEO or a lower level employee, the single most
important thing you do at work each day is communicate your values to others”
As it engaged in creating a unique community around its corporate mantra,
Starbucks became a lifestyle brand. There is more going on than simply buying and
selling coffee. It is as if there is an unspoken calling to a common set of goals and
aspirations between corporation and consumer with each cup sold, or a secret wink and
nod that provides some sense of collective good, which not only resonates in the United
States, but also globally.
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 2.0 EXECUTIVE SUMMARY:
Investigating the Starbucks’ use of language and symbols to create a unique
cultural community reveals how Starbucks wields power to achieve its financial aims.
Radical sociodrama is formulated from the pioneering work of Mickey (sociodrama) and
Athens (radical interactionism). Language is used as a way to be understood in a
particular time and culture. Depending on the context in which language is used in
Public Relations, it really does change meaning if it is for a different culture or even a
different time. It is important for the words to speak to the readers and that has a lot to
do with how it is written. The way words are written are not random, but instead
correspond to the experience. In Public Relations, words are not written just to get the
message across to the others, but instead correspond to the experience and what
occurs from the experience and the way in which it is interpreted in Public Relations, it
is important for language to target a certain audience in which they will be able to
identify with themselves and experience what they want the audience to experience.
An example in the use of language in a corporation is Starbucks. Starbucks’
mission statement uses language in which it creates an experience for customers. Most,
if not all, corporations’ use of language and symbols to create a “cultural community” in
order to financially be successful. Starbucks creates this sense of “cultural community”
through its use of language and symbol. They use the words “we,” rather than
“Starbucks” which makes the reader feel some sort of bond/community. Also, by saying
“hope to share great coffee with our friends,” creates this sense of community amongst
customers instead of just saying, “sell,” which is very impersonal. Whenever we
traveled, everyone was so excited to go to Starbucks, because it was “comforting,” and
everyone knew exactly what would be there and that they would have whatever you
wanted/always get from Starbucks. In every Starbucks, you will find everything to be
the same, which is something that customers find comforting.

SIGNIFICANCE OF THE CASE:

Sociodrama was Founded by a young doctor, Jacob Moreno, in response to the
upheaval and horror of World War I. Moreno worked in a children's hospital and in
refugee camps in Vienna. Drawing on each person's potential to be spontaneous and
creative, Moreno developed therapeutic methodologies and techniques, all action-
based, which he titled the psychodramatic method.
The method was designed to aid the students with problems in classroom
communication. One activity which was a predominant part of the course employed the
use of sociodramatic techniques. Each student described an interpersonal problem he
or she had encountered in the classroom. Then each situation was enacted based on
the student's experience using the sociodramatic method. In the lively discussion and
02
 reenactment that followed, numerous alternative communication strategies were
discovered.
Psychodrama is used to describe Moreno's method of using spontaneous drama
to help people come to terms with or to solve their personal problems. The aim is
education and change. Sociodrama differs from psychodrama, as the subject is the
group rather than the individual. The theme is an agreed upon group problem. The
procedure aims for education plus action for creative social change. Ken Sprague of the
International Center for Psychodrama and Sociodrama explains:
“Psychodrama looks at the roots of a problem, while sociodrama looks at
the soil in which our collective roots are formed or deformed. Sociodrama
treats the sickness of society that in turn makes its members ill. There has
never been a better time for treatment. (Wiener, 1997, p. 105)”
While psychodrama focuses on the internal interactions of one man, sociodrama
focuses on individuals in the process of interaction. Moreno defines sociodrama as a
deep action method dealing with group relations. (1953, p.87) He explains that in
psychodrama the attention of the director is upon the individual and his private problems
which are unfolded before a group. Although the group approach is used, psychodrama
is individual centered and is concerned with a group of private individuals. By contrast,
with sociodrama, the subject is the group. Moreno explains that sociodrama is based on
the assumption that the group formed by the audience is already organized by the
social and cultural roles which in some degree all the carriers of the culture share. The
group in sociodrama corresponds to the individual in psychodrama.
Psychodrama deals with personal problems and personal catharsis. Sociodrama
approaches social problems in groups and aims at social catharsis. (Moreno, 1953,
p.88). Both psychodrama and sociodrama focus on spontaneity which operates in the
present, now and here. The individual and group are propelled toward an adequate
response to a new situation or a new response to an old situation
Sociodrama as a social learning activity based in a group setting explores a
problem which reflects the interests of the group members. This can range from
developing interpersonal skills to exploring racial diversity within a community. Moreno
saw the sociodramatist as having the task to enter communities confronted with social
issues and to help them in handling and clarifying the situation.

Starbucks Coffee’s Stakeholder Groups

Starbucks continues to improve its corporate social responsibility practices to address
the concerns of different stakeholder groups. The following are the main stakeholders in
Starbucks Coffee’s business:

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 1. Employees (baristas, partners)
2. Customers
3. Suppliers (supply firms, coffee farmers)
4. Environment
5. Investors
6. Governments

----------------------------------------------------------------------------------------------------------------

Employees. Starbucks prioritizes employees in its corporate social responsibility

efforts. As stakeholders, employees typically demand for better working conditions, job
security and higher wages. Starbucks’ organizational culture emphasizes the
employees-first attitude. Employees are also given wages above the legally mandated
minimum wage. In 2014, Starbucks boosted its CSR performance for this stakeholder
group by giving scholarships to employees based on a partnership with Arizona State
University. In this partnership, Starbucks pays for 56% of tuition fees for employees’
junior and senior years at the University. However, the company’s performance in
addressing employees as stakeholders has room for improvement. In some countries
like New Zealand, Starbucks gives very low wages to juvenile workers (youth rates).
These youth rates are often criticized. The firm can improve its corporate social
responsibility performance by addressing such issue in this stakeholder group.

Customers. Starbucks considers customers as among its top stakeholders. The

interests of this stakeholder group are high quality service and products, such as coffee
and related beverages. As the world’s most popular specialty coffeehouse chain,
Starbucks effectively addresses this interest. The company also includes customers as
major stakeholders by extending the Starbucks culture to customers at its cafés. For
example, warm and friendly relations are emphasized within the company and in how
baristas interact with customers. Thus, Starbucks Coffee’s corporate social
responsibility efforts fulfill the interests of this stakeholder group.

Suppliers. Starbucks suppliers are composed of wholesale supply firms and coffee
farmers. The main interest of this stakeholder group is compensation and a growing
demand from Starbucks. Farmers aim to increase coffee yield to generate more
revenues. Starbucks addresses the interests of these stakeholders through a number of
corporate social responsibility programs. For example, the firm’s supplier diversity
program ensures that more suppliers from around the world are included in the supply
chain. In addition, Starbucks’ Coffee and Farmer Equity (CAFE) program requires
transparency among wholesale suppliers to ensure that coffee farmers are properly
paid. Thus, Starbucks’ corporate social responsibility efforts comprehensively address
the interests of this stakeholder group.

04
Environment. Starbucks has corporate social responsibility programs for
environmentally sound business. The company’s CAFE program has led to higher
biodiversity and shade quality in certified coffee farms. Currently, 90% of Starbucks’
supply is from CAFE-certified farms. This significant figure shows that Starbucks is
effective in addressing its corporate social responsibility to this stakeholder group,
although there is room for improvement.

Investors. As in any business, Starbucks must address investors as stakeholders.

Investors have interests in high financial performance of the company. Starbucks’ global
expansion and continued dominance in the coffeehouse industry indicates high financial
performance. Even though it suffered considerable decline in 2007, Starbucks has
recovered and is on a growth path once more. Thus, the firm satisfies this stakeholder
group’s interests.

Governments. Starbucks must address the interests of numerous governments as

stakeholders, considering the company’s global presence. In general, Starbucks
complies with rules and regulations. However, the company has been criticized for tax
evasion in Europe. Starbucks uses a network of locations in different European
countries to exploit tax advantages. At present, much of this system remains, with
Starbucks paying unexpectedly low taxes in the U.K. Thus, the company’s
comprehensive corporate social responsibility efforts can be improved to address this
stakeholder group.

05
 2.0 PROBLEMS AND ISSUES:
 Starbucks launched the Race Together Initiative, a multifaceted public relations
campaign designed to spark a national dialogue on race. The campaign
generated a great deal of discussion in the public sphere including some praise
and much criticism. This article uses critical race theory as a theoretical lens to
analyze the Race Together campaign as well as reactions to it in the news media
and on Twitter. The purpose of this article is to use critical race theory to enrich
understandings of the Race Together campaign as well as to explore the
implications of corporate public relations campaigns that attempt to address
sensitive social issues such as race.
 The Conflicts of using Language and Signs used by Starbucks to their
Customers, because of different perception and different Human behaviors.
 How to Correlate Consumers and Stakeholders as a part of the Company or a
friend to less impersonal interaction.
 How Language helps publics relate to an organization and to identify with the
organization in a common drama.
 Social Interaction to a more Humanistic approach
 Domination having certain condition “The question is not whether we wish to be
dominated, but only under what conditions – How, Where, When and From
whom.
 Weak Theoretical foundation of Radical Sociodrama.
 How to improve public relation to consumer to improve their belongingness to the
company.
 Weak in building relationships with customers and stakeholders.
 Research reveals that “Power” is often a problem for public relations practitioners
 Complex social acts that take place between corporation and consumers.
 The challenge is for each organizations to be viewed as legitimate in its
understanding of the situation in which it operates, the formulation of plans to
accomplish its mission, and the crafting and accommodating means to implement
plans to achieve that future”

06
 4.0 SWOT ANALYSIS AND TOWS MATRIX

STRENGTH
 BRAND IMAGE
 PRENIUM QUALITY WEAKNESS
 EXCELLENT CUSTOMER
 HIGH PRICE PRODUCTS
SERVICE
 IMMITATION BY OTHERS
 KNOWN FOR ETHICAL
 WEAK FOUNDATION ON
BUSINESS
REALATIONSHIP TO
 WELL MANAGED SUPPLY
CONSUMERS
CHAIN
 COMFORTING CULTURAL
COMMUNITY

OPPORTUNITIES
THREATS  EXPANSION IN THE
 HEAVY COMPETITION FROM EMERGING MARKETS
THE RIVAL BRAND  DIVERSIFICATION OF THE
 CONSUMER TRENDS PRODUCT MIX
 IMITATION OF ITS PRENIUM  COBRANDING OR
PRODUCTS PARTNERSHIP WITH OTHER
BRANDS
 GATHER SUGGESTION TO
CONSUMERS

07
 STRENGTH WEAKNESSES
-SO-
O  MARKET THE BRAND
HEAVILY IN THE LESS -WO-

PP PENETRATED AREAS. USE

THE GLOBAL BRAND IMAGE
TO EXTEND PRESENCE IN
 RELEASE MEDIUM PRICED
PRODUCTS TO ATTRACT
MIDDLE CLASS CUTOMERS
O 
EMERGING COMPANIES
EXTEND THE PRODUCT MIX
WHILE MAINTANING THE
IN LARGER NUMBERS AND
INCREASE SALES IN THE
ASIAN COUNTRIES.
FOCUS ON PRODUCT
RT 
QUALITY
PARTNER THE OTHER WELL
 ENABLES THE PUBLIC TO
SUGGEST WAYS TO
IMPROVE PRODUCTS,
KNOWN BRANDS IN THE
U ASIAN MARKETS TO
PENETRATE THE MARKET
SERVICES, OR NEW WAYS
TO ENGAGE WITH THE
COMMUNITY.
FASTER. MUTUAL BENEFITS
NI FOR BOTH FROM EACH
OTHER CAPABILITIES

TI
ES
08
 -ST-
-WT-
 FOCUS ON MARKETING AND
ADVERTISING TO ATTRACT  RELEASE A RANGE OF LOW
AND RETAIN MORE COST PRODUCTS TO
CUSTOMERS AND REDUCE MINIMIZE THE COST
COMPETITIVE PRESSURE. CHALLENGE FROM THE

T  MARKETING TO THE
MILLENIAL GENERATION TO
CAPITALIZE ON CHANGING

COMPETING BRANDS
MARKETING THE QUALITY
OF ITS PRENIUM
DEMOGRAPHIC TRENDS.
H  ADVERTISING THE QUALITY
OF PRODUCTS TO
PRODUCTS TO MINIMIZE
THE THREAT ARISING FROM
IMITATION BY THE OTHER
DIFFERENTIATEVFROM BRANDS THAT SELL IT
RE COMPETING BRANDS AND
REDUCE THE CHALLENGE 
CHEAPER.
STRENGTHEN THE
DUE TO IMMITATION THEORETICAL FOUNDATION
AT  MARKETING THE ETHICAL
IMAGE OF THE BUSINESSTO
OF RADICAL SOCIODRAMA
BY EXAMINING MARKETING
REDUCE COMPETITIVE MATERIALS IN GREATER

S PRESSURE. DEPTH.

09
 5.0 IMPLICATIONS:
As an Organization and Individual Stakeholders must exercise to strengthen
the theoretical foundation of radical sociodrama by examining marketing materials in
greater depth. These materials could includes: product packaging, press releases,
strategic plans, and website content, among other forms of marketing materials. By
analyzing a broader range of communications data, researchers examining Starbucks’
or another organization will establish more persuasive argument for the
usefulness of radical sociodrama
Develops and maintains an organizational culture with which customers and
stakeholders identify. In essence, Starbucks created its own community, driven and
expressed by symbols and language, built on the shared aspirations of its customers,
who come to view the store and its meanings as a way of life. The Starbucks’ lifestyle
helps patrons not only understand themselves, but also become a version of
themselves through the symbols, ideas, and ideologies that the corporation values.
Aided by company language designed to foster feelings of belonging and connection”
“Communication, and public relations specifically, does not involve giving
someone a message, but instead identifies with others in a common drama” ‘Drama’
implies that the corporation uses theatrical or expressive forms to communicate with
stakeholders. In contemporary society, the public relations efforts cannot seem one
way, so Starbucks also provides avenues for consumers to engage, whether as one of
31 million Facebook fans, or via the ‘My Starbucks Idea’ page on its corporate website,
which enables the public to suggest ways to improve products, services, or new ways to
engage with the community. By interacting with the public, Starbucks temporarily hands
over its superordinate role, but does so in an agreeable way for all parties. Additionally,
by allowing consumers to feel engaged with corporate representatives over multiple
channels, Starbucks learns valuable information for future efforts at creating common
dramas.
Corporations create messages with a goal in mind – to inform, persuade, or
motivate audiences to consider the message and then perform some action or change
attitude. A powerful message with all the dramatic elements in place will reach the
target audience and lead to them being persuaded, informed, motivated, and willing to
share their excitement with others. The goal for public relations practitioners is to use
the language of their target audience, so the audience will be able to identify with them
and allow for the interaction to take place. The language a public relations professional
utilizes also helps to determine the organization’s place within the social order of
society. Practitioners, therefore, should engage with publics via language that mirrors
society’s values, rules, and ideas.

10
 6.0 CONCLUSION:
As a result of this research it is clear that Starbucks has achieved financial
success for two reasons. First, the company excels at building relationships with
customers and other stakeholders through language and symbols. Second, Starbucks
uses language and symbols to exercise power. The development of radical sociodrama
advances our understanding of power in public relations by demonstrating how
corporations use language and symbols to exert domination in exchange with
consumers and stakeholders. While research reveals that ‘power’ is often a problem for
public relations practitioners
It concludes, “The power of public relations is rhetorical, as it relies on the
skillfulness of people, as corporate symbolic actors, to inspire cooperation between an
organization and its publics” From this perspective, the creation of a distinct culture built
around the Starbucks brand provides an innovative way to look at organizational power.
Mickey explains, “The primary idea is that language that we use in public
relations constructs and reflects our relationship with the client. So that it is not an
accidental language, it is very carefully crafted in order to construct and define a
relationship” Therefore, the key concept in sociodrama is that corporations create
relationships in discourse or in conversation through language. It is through this
language that corporations and consumers begin to identify with one another, and social
order is created. However, in order for social order to exist, subordinate and
superordinate roles must be fulfilled. Those who have less power fulfil the subordinate
roles and must succumb to the culture and language of those with more power, fulfilling
the superordinate roles.
Power means finding the most effective leverage for particular relations
Corporations use power to leverage relationships with consumers. Language and
symbols provide corporations with the ability to convince subordinates (consumers) to
tolerate their evils and grant them privileges and rights to do the things they do. Thus,
power is key to corporations achieving financial success.
Radical sociodrama advances our understanding of why consumers are willing to
look past this manipulation and persuasion and continue to purchase consumer goods
produced by corporations. if they relate to the language and symbols the corporation
employs. Radical sociodrama views language like a mirror, it reflects who the
consumers are and why they are interested in connecting with a corporation. The more
a corporation is able to reflect the consumer in the language it creates, the more willing
consumers will be to grant power and dominance back to the organization. Radical
sociodrama expands on radical interactionism and sociodrama as a means to examine
how and why consumers are willing to be dominated by large corporations. Research
on radical sociodrama is in its infancy, but is developed at the intersection of two
11
sociological theories that help observers better understand how societies and
communities work. Future research on radical sociodrama has great promise as it is
applied to other industries and stakeholders.

7.0 RECOMMENDATIONS:
7.1 CORPORATE LEVEL
Reduce their price by producing new products of coffee using cheaper beans or
may come out with special discounts promotions to increase the sales. Starbucks’
coffee is worlds’ preeminent global brand. Starbucks should decrease price of the
coffee to face competition from nationwide coffee manufactures. They also can-do
promotion or promote packages of coffee set to impress customers, such as McDonald
promoting their product. If the product met successfully, likely company’s best years lay
on the strategic road ahead. examining communications that privileges power and
domination as enacted by superordinate and subordinate factions engaged in complex
social actions. Rather than obfuscate or deny that power and domination are at the
heart of communications, which leads to difficult discussions regarding ethics,
persuasion, rhetoric, and manipulation that the public relations field typically shies away
from, radical sociodrama identifies these factors as paramount in understanding how
organizations communicate.

7.2 BUSINESS LEVEL

Large Companies like Starbucks can effectively pursue Focus based strategy in
conjunction with differentiation or cost leadership-based strategy. Being a lower cost
store will increase the difference between Starbucks and other stores. At present,
Starbucks competitors are attempting to specialize in the coffee business, therefore
Starbucks must pursue focus strategy to increase its strength. Additionally, by allowing
consumers to feel engaged with corporate representatives over multiple channels,
Starbucks learns valuable information for future efforts at creating common dramas.

7.3 FUNCTIONAL LEVEL

Advertisement can develop through Internet that services convinced for users to
access, give the brochures, do road shows, so that public come to know more about
Starbucks’ details. Market penetration and Market development will help to increase the
sales and reduce the weakness in Starbucks. Distribute packaging of Starbucks instant
coffee will definitely increase the sales as it is a demand from customers.
12
7.4 STAKEHOLDERS RELATION
The Company should also commit to its mission of helping good causes, Another
cornerstone that’s builds up this multinational company is its well-known concern for
local and under privilege communities. Starbucks supports the local communities
around its stores as well as broader world communities through corporate social
responsibility programs.
Stakeholder relations have become increasingly important in moving the
company forward. Although the company has been improving stakeholder relations via
radical sociodrama, it still needs to become more transparent, conduct more open
conversation with local communities and publics, and engage more in corporate social
responsibility events. Otherwise, It will end up being just another multinational
corporation that hides its capitalism under a feigned authenticity. And that’s exactly what
the world’s does not need; yet another such corporation.

7.5 EMPLOYEES AND LABOR RELATIONS

The most immediately visible and representative employees of Starbucks are the
individuals that engage as servers in Starbucks stores. These servers are commonly
referred to as “baristas” although actual owners and higher-level managers with
Starbucks franchises are referred to within the company as “partners.” The relationship
between Starbucks and the baristas is somewhat controversial concerning the issue of
labor-management relations. On one hand, Starbucks is frequently praised as a
company that is committed to corporate social responsibility and stakeholder ethics
when it comes to labor relations (Miles, 2012). On the other hand, Starbucks has often
been criticized as a firm that is hypocritical in his approach to such matters by claiming
to be a company that abides by the principles of stakeholder ethics while treating its
employees poorly.
In many ways, Starbucks is indeed a firm that maintains higher standards
concerning the treatment of employees than many other firms in service-related retail
industries (for example, fast food restaurant chains and superstores). Starbucks
baristas are paid above the minimum wage, even at the entry-level position.
Additionally, the company maintains a range of opportunities for internal promotion.
Many baristas have eventually become managers and worked their way up into higher
positions within management (Mitchell, Agle, & Wood, 1997). Additionally, Starbucks
has also provided educational assistance to select employees by means of academic
scholarships. An example involves a partnership that was created between Starbucks
and Arizona State University that provided scholarships of these kinds where the
13
 corporation would pay for more than 50% of the student’s tuition. Certainly,
programs of these kinds that have been maintained by Starbucks have been beneficial
to some employees and are consistent with the principles of stakeholder ethics.
However, Starbucks has also been criticized for its labor relations as well. For
example, some Starbucks employees have joined labor unions and become involved
with lawsuits against the firm over such issues as back pay, withheld wages, wrongful
termination, and union-busting activities that included retaliation against employees that
were involved in union-related activities (Phillips, 2003). Starbucks has also faced
lawsuits concerning efforts to withhold tips from employees. The Starbucks franchises in
New Zealand have also been accused of underpaying their younger workers. Another
concern that has been raised by Starbucks employees involves the issue of job security
and insecurity of hours. Some Starbucks stores have been accused of deliberately
higher only part-time workers for limited numbers of hours for the purpose of avoiding
the provision of healthcare and other benefits. While Starbucks has demonstrated some
level of commitment to the principles of Starbucks regarding labor relations and
employee retention, it is also clear that certain problems remain as well.

7.6 CUSTOMER RELATIONS

Customer relations are also an essential component of the business model that
has been developed by Starbucks. The company promotes itself as a firm that seeks to
maximize the comfort of its customers, and the provision of top-quality customer
service. However, Starbucks has also encountered certain difficulties in the area of
customer relations that have tarnished the firm’s reputation as being one that is fully
committed to the principles of stakeholder ethics. Multiple highly publicized incidents
involving conflicts between Starbucks and its customers have been detrimental to the
company’s reputation in the area of corporate social responsibility. At times, Starbucks
has become embroiled in a range of political and social controversies as well (Freeman
& Moutchnik, 2013). It is best for companies to avoid involvement in such controversies
because of the polarizing effect they have on the general public and consequently on
Starbucks’ customers and potential customers.

As an illustration, Starbucks once became the focus of an alleged controversy involving

what some people have claimed is a “war on Christmas” by issuing holiday cups that
were neutral as far as the absence of any references to specific holidays. Starbucks has
also been accused of overpricing its products, particularly concerning its franchises in
China, and of underfilling its cups as well (Laplume et al., 2008). Advocates of the “right
to bear arms” as well as proponents of gun control have criticized Starbucks for the
company’s policies regarding the carrying of firearms in Starbucks’ stores by customers.
Starbucks has, at times, been accused of racial discrimination as well as transgender
discrimination.

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 8.0 REFERENCE
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and answers. UmweltWirtschaftsForum, 21(1), 5–9.

Laplume, A., Karan, S. & Litz, R. (2008). Stakeholder theory: Reviewing a theory that
moves us. Journal of Management, 34(6), 1152–1189.

Mansell, S. (2013). Capitalism, corporations and the social contract: A critique of

stakeholder theory. Cambridge: Cambridge University Press.

Miles, S. (2012). Stakeholders: Essentially contested or just confused? Journal of

Business Ethics, 108(3), 285–298.

Mitchell, R. K., Agle, B. R. & Wood, D. J. (1997). Toward a theory of stakeholder

identification and salience: Defining the principle of who and what really counts.
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Phillips, R. (2003). Stakeholder theory and organizational ethics. Berrett-Koehler

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BY: Jet Stabler, MIAMI UNIVERSIY

https://muprssa.weebly.com/blog/the-role-of-language-in-strategic-communications

Eckloff, Maurine, ETC.: A Review of General Semantics

Using Sociodrama to Improve Communication and Understanding

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worldwide/

Bryson, J. M. (2004). What to do when stakeholders matter: stakeholder identification

and analysis techniques. Public Management Review, 6(1), 21-53.

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Responsibly Grown and Fair Trade Coffee – Starbucks Coffee Company.

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