Starbucks: Delivering Customer Service

Authors: Moon, Youngme; Quelch, John A.
Source: Harvard Business School
Year: 2003
Number of pages: 20

[This document has not yet been rated] [You must be signed in as faculty to rate this document]   4489 views

Abstract:

Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would increase the amount of labor in the stores and theoretically increase speed-of-service. However, the impact of the plan (which would cost $40 million annually) on the company's bottom line is unclear.