Starbucks: Delivering Customer Service
What factors accounted for the extraordinary success of Starbucks in early 1990s? What was so compelling about the Starbucks value proposition? What brand image did Starbucks develop during this period?
Why have Starbucks customer satisfaction cores decline? Has the companys service declined, or is it simply measuring satisfaction the wrong way?
How does the Starbuck of 2002 differ from the Starbucks of 1992?
Special Instructions
Identify the problem(s) in the situation presented in the scenario
Analyze the key issues within the context of theories presented in your course
Develop and compare alternative solutions to the problems
Consider the advantages and disadvantages of various possible solutions
Select the best solution and make recommendations for action
Write up your case analysis in an appropriate case analysis report format.
Make sure that all new paragraphs are indented and all sources are referenced correctly by using in-text citations and full citations in reference list.
Make sure you have proper headings for your sections.
