Starbucks, the dominant specialty coffee brand in North America, must respond to a recent market research indicates that the company does not meet the expectations of customers in terms of service. To increase customer satisfaction, the company is discussing a plan that would increase the amount of work in stores and theoretically increase speed of service. However, the impact of the plan (which cost $ 40 million annually) on the bottom line of the company is unclear.
by
Youngme Moon
John A. Quelch
Source: HBS Premier Case Collection
20 pages.
Release: July 31, 2003. Prod #: 504016-PDF-ENG
Starbucks distribute resolving customer cases
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