a) Identify and describe the source(s) of power and the hard pressure influence tactics that the leadership at Starbucks is using in its negotiations with dissatisfied employees in its American stores. (10 marks)

b) Suggest alternative sources of power and positive influence tactics that the leadership should adopt, to rebuild credibility, trust and loyalty, and thereby improve employees job satisfaction, motivation and morale. (10 marks)

c) Analyse an ethical issue that has emerged from this situation involving the dark side of leadership in Starbucks USA. (10 marks)

d) Discuss the potential impacts that this dispute between leaders and followers at Starbucks USA could have on its employee retention, brand image, reputation and customer loyalty. (10 marks)