Commentary: the social impact of third places on business, communities and well-being

Purpose This study aims to examine the critical role that third places play in enhancing personal, organizational and societal well-being. It highlights how third places foster social connectedness, community resilience and customer loyalty. Design/methodology/approach Using a literature review and conceptual analysis, the paper synthesizes existing research on third places and their social impact. Starbucks is used as an illustrative case to show how shifts away from third-place attributes affect business performance, customer loyalty and community engagement. Findings Third places are vital service establishments that encourage informal, regular and voluntary social interactions. The commentary illustrates how service providers, including baristas and bartenders, contribute to customer well-being and attachment through simple acts of social support, such as conversations and smiles. Research limitations/implications Organizations aiming to cultivate long-term customer loyalty and societal well-being should integrate third-place strategies in both physical and digital environments. Postpandemic shifts toward operational efficiencies may undermine the social value of these spaces. Practical implications Organizations should design service environments that intentionally foster social interaction, community-building and customer well-being, rather than focusing solely on transactional efficiency. Starbucks’ evolving strategy serves as a practical example of how reconnecting with third-place attributes can enhance business performance and societal impact. Social implications Third places contribute to social civility, democracy and well-being, directly supporting sustainable development goals (SDGs) (SDG 3: good health and well-being, SDG 10: reduced inequalities and SDG 11: sustainable cities and communities). Their decline poses risks to mental health, community resilience and sustained business success. Originality/value This commentary highlights third places’ social and business impact, offering guidance for service organizations to leverage third-place strategies for community engagement, customer loyalty and societal well-being.