Starbucks: Delivering Customer Service

Name: Starbucks: Delivering Customer Service
SKU: 504016_P

Moon, Youngme;Quelch, John A.

Product #:504016_P

Supplier:Harvard Business School

Discipline:Marketing

Setting:United States, 2002 - 2002

Details:Case (PDF) • 20 pages • 2003-07-31 (Rev: 2006-07-10)

Subjects:

Profitability Market research Customer retention Customer service Corporate finance Strategy Customer experience

Geography:

United States North America

Your Price:

$12.40

Language:

Format:

Purchase this material with a free Educator Account and enjoy more benefits:

Free Educator Copy
Free Teaching Notes
Build your coursepack
Discounted academic price

This case is accompanied by a Video Short for Premium Educators to show in class. To watch the video or display to students, click on the video icon. 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.