Relational Capital and Effectiveness
Supreet Kedia, Member
An article I came accross recently is "The Barista Principle
— Starbucks and the Rise of Relational Capital".
Top-performing companies focus extraordinary, enterprise-wide energy on moving beyond a transactional mind-set as they develop trust-based, mutually beneficial, and long-term associations, specifically with four key constituencies: customers, suppliers, alliance partners, and their own employees. Starbucks, the authors believe, exemplifies this new model of the relationship-centric organization.
This should answer your question sufficiently.