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  • July 2003 (Revised October 2018)
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Starbucks: Delivering Customer Service

By: Youngme Moon and John Quelch
  • Format:Print
  • | Language:English
  • | Pages:20
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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.

Keywords

Customer Focus and Relationships; Customer Satisfaction; Profit; Recruitment; Marketing Strategy; Service Operations; Performance Improvement; Planning; Food and Beverage Industry

Citation

Moon, Youngme, and John Quelch. "Starbucks: Delivering Customer Service." Harvard Business School Case 504-016, July 2003. (Revised October 2018.)
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About The Authors

Youngme Moon

General Management
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John A. Quelch

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Related Work

    • July 2003 (Revised October 2018)
    • Faculty Research

    Starbucks: Delivering Customer Service

    By: Youngme Moon and John Quelch
Related Work
  • Starbucks: Delivering Customer Service By: Youngme Moon and John Quelch
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