Case | HBS Case Collection | 2006 (Revised from original 2003 version)
by Youngme E. Moon and John A. Quelch
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.
Keywords: Customer Focus and Relationships; Customer Satisfaction; Profit; Recruitment; Marketing Strategy; Service Operations; Performance Improvement; Planning; Food and Beverage Industry;
Citation:
Moon, Youngme E., and John A. Quelch. "Starbucks: Delivering Customer Service." Harvard Business School Case 504-016, July 2006. (Revised from original July 2003 version.)
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Case | HBS Case Collection | 2013
Brannigan Foods: Strategic Marketing Planning
John A. Quelch and James T. Kindley
Keywords: United States; Consumer marketing; Acquisitions; Forecasting; Quantitative analysis; strategic planning; risk management; decision making; product development; Budgeting; Supermarkets; food; Strategic Planning; Demand and Consumers; Marketing Strategy; Food; Resource Allocation; Acquisition; Product Development; Retail Industry; Food and Beverage Industry;
Teaching Note | HBS Case Collection | 2013
Brannigan Foods: Strategic Marketing Planning (Brief Case)
Supplement | HBS Case Collection | 2013
Brannigan Foods: Strategic Marketing Planning, Spreadsheet for Instructors (Brief Case)