PLEASE READ AND ANSWER QUESTIONS BELOW:

Background On April 12th, 2018, Rashon Nelson and Donte Robinson walked into a Starbucks located in downtown Philadelphia. Immediately after entering the store, Rashon asked to use the restroom. The Starbucks manager denied the request, stating that only paying customers could use the restroom. While Starbucks holds to a safe and welcoming [environment] for everyone, the company did not have a universal policy on rendering services to non-paying customers. Therefore, this decision was at the discretion of the manager. Following the request denial, Rashon walked over and joined Donte at a table. The manager approached the two men and asked if they needed help. In response, they stated that, Were fine, were waiting for a meeting, well be out really quick. Rashon and Donte entered the Starbucks at approximately 4:35 at 4:37, a call was made to the local police department requesting to remove Rashon and Donte for trespassing. The police arrived, placed Rashon and Donte in handcuffs, and removed them from the store. During the arrest, their business partner (Andrew Yaffe) arrived for the meeting. A video from another person in the store, was taken of the arrest; it went viral. Aftermath As the incident gained international attention, it became widely regarded that the Starbucks manager (and by association, Starbucks) acted in a discriminatory and racist manner toward Rashon and Donte, both black men. As attention to the incident grew, rampant and sharp criticism of Starbucks and the behavior of its employees flooded social media. #BoycottStarbucks trended on Twitter. Two days later, on April 14th , Starbucks dropped all charges, and Kevin Johnson (CEO of Starbucks) issued a company apology. The apology included three main elements: (1) a formal apology to Rashon and Donte, (2) a statement of plans to investigate facts and make changes, and (3) a statement that Starbucks is opposed to discrimination and racial profiling. In the statement Kevin Johnson called the incident, a disheartening situation...that led to a reprehensible outcome. On April 15th, protests occurred at several locations, including the site of the incident. On April 17th , Kevin Johnson met with Rashon and Donte. The same day, Starbucks announced a plan to stop operations on May 29th to conduct implicit (or unconscious) racial-bias training. Approximately one month later, on May 20 th , Starbucks adjusted its policy on nonpaying guests, formally granting access to sitting areas and restrooms for nonpaying guests. This was termed the Use of Third Place Policy. with the aim of fostering a culture of warmth and belonging where everyone is welcome...[and] to help maintain the third place environment in alignment with our mission to inspire and nurture the human spirit one person, one cup and one neighborhood at a time. On June 8th, the Philadelphia police department reformed its policies on arrests related to trespassing.

1)It is impossible to know what someone is thinking completely. However, by definition, ethical dilemmas occur when someone is faced with competing choices. The delay in responding to what happened could have been due to Kevin Johnson weighing the potential impact that drawing attention to what happened could have on bottom-line profits and the Starbucks brand (on one hand) and the importance of supporting fairness and impartial standards (on the other hand.) These examples represent what two approaches to making a decision in response to an ethical dilemma? A. Moral-rights and individual approaches B. Justice and moral-rights approaches C. Utilitarian and justice approaches D. Individual and utilitarian approaches

2)The ethical dilemma in this case study demonstrates what can happen when there are competing values. Based on the information in the case study, what is the primary value held by the offending manager, and what is the primary value held by Starbucks' broader customer base? A. Organization (to maintain structure); Exploration (to experience new things) B. Freedom (to act as one wishes); Justice (to treat all people equally) C. Justice (to treat all people equally); Efficiency (minimizing costs) D. Freedom (to act as one wishes); Wealth (increasing wealth in society at large)

3) When evaluating ethical dilemmas, it can be helpful to analyze organizational practices that might encourage situations where ethical dilemmas can occur. Based on the information in the case study, what generally accepted organizational practice could have created this situation at Starbucks? A) Giving employees unconscious bias training B) Having a highly involved Human Resources department C) Giving full autonomy to managers for how they run their stores D) Having a strong mission statement 4) Internal stakeholders include employees, managers, and owners. However, customers (as well as potential customers) are also considered stakeholders. Based on the information in the case study, how did Starbucks' response to what happened damage their relationship with customers? A) Starbucks fired the manager involved B) Starbucks provided training for employees