The decision by Starbucks employees in Hopewell to become the first among the coffee giant's stores to join a union sets up a showdown between the workers who say they need better working conditions and the company that prizes flexibility.
At stake, experts say, are a range of issues that get to the heart of customer service. More hands on deck could lead to happier workers and shorter lines — and potentially higher prices to pay for it.
"You could see higher costs, you could see an increase in morale, and you could see less flexibility," said Lori Rassas, a human resources consultant based in New York. "Sometimes it is invisible (to the customer), sometimes it's not."
Starbucks baristas in Hopewell this week voted 15-0 to join the Workers United union, joining more than two-dozen other Starbucks locations nationwide. The company's stores in Hamilton and Summit also have organizing campaigns underway.
The votes are part of what experts say is an increased interest, particularly among young workers in the private sector, to join labor unions and have a bigger voice in their companies' operations.
It could leave customers in the middle of a long-standing debate about the impact of the union on their experience. Starbucks workers who support the union have said they are short-staffed and are burning out. Starbucks has said its very business model relies on flexibility to move employees around to meet demand.
"Companies have really grown to rely on this kind of flexibility...
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