Starbucks, the dominant specialty-coffee brand in North America have, recent research shows that the company does not meet the expectations of customers in terms of responding to service. To increase customer satisfaction, the company is discussing a plan that would increase the amount of work in the stores and theoretically increase speed of service. However, the effect of the plan (the cost would be $ 40 million annually) on the company’s bottom line uncertain.

Starbucks, the dominant specialty-coffee brand in North America have, recent research shows that the company does not meet the expectations of customers in terms of responding to service. To increase customer satisfaction, the company is discussing a plan that would increase the amount of work in the stores and theoretically increase speed of service. However, the effect of the plan (the cost would be $ 40 million annually) on the company’s bottom line uncertain.
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from
Youngme moon,
John A. Quelch
Source: HBS Premier Case Collection
20 pages.
Release Date: 31, July 2003. Prod #: 504016-PDF-ENG
Starbucks: Delivering Customer Service HBR case solution