Abstract

The case describes the business practices of Trader Joe’s (TJ), a chain of US retail stores with unique products, a distinctive organizational culture, and a quirky store ambience. It begins with a brief history of the retail chain, and goes on to describe various aspects of the retailer’s unique business practices which, among other things, involved offering a selection of exclusive, mostly private-label products, and quickly replacing poorly performing products with new ones. The case also discusses some of the important aspects of the retailer’s organizational culture and HR policies, and how these contributed to a positive customer experience in its stores.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Understand the importance of organizational culture in providing good customer service in a retail store. Appreciate the value of a unique ambience and organizational culture in creating a positive shopping experience for customers.

Keywords

Trader Joe's, Retail experience, Private label, Customer service in retail, Niche retailer, Retail food industry, Product packaging, Cult brands