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Case
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Reference no. 9-505-S04
Spanish language
Subject category: Marketing
Authors: Youngme Moon (Harvard Business School); John A Quelch (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 3 February 2004
Revision date: 19-Dec-2014
Length: 22 pages
Data source: Field research
Topics: Market research; Profitability; Customer retention; Customer service
Notes: Customers will need to be registered on the Harvard Business Publishing website in order to view the video. http://cb.hbsp.harvard.edu/cb/search/9-504-016?Ntk=HEMainSearch&N=0
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Abstract

This is a Spanish version. 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 USD40 million annually) on the company's bottom line is unclear.
Location:
United States
Industries:
Beverages; Non-alcoholic beverages
Size:
USD3.3 billion revenues, 60,000 employees
Other setting(s):
2002
Teaching note
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Reference no. 5-504-089
Subject category: Marketing
Authors: Youngme Moon (Harvard Business School); John A Quelch (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2004
Version: 8 June 2004
Length: 19 pages
View full details
Case
-
Reference no. 9-504-016
Subject category: Marketing
Authors: Youngme Moon (Harvard Business School); John A Quelch (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2003
Version: 5 October 2018
Revision date: 16-Oct-2018
Length: 20 pages
Data source: Field research
Topics: Profitability; Market research; Customer retention; Customer service
Notes: Customers will need to be registered on the Harvard Business Publishing website in order to view the video. http://cb.hbsp.harvard.edu/cb/search/9-504-016?Ntk=HEMainSearch&N=0
View full details

About

Abstract

This is a Spanish version. 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 USD40 million annually) on the company's bottom line is unclear.

Settings

Location:
United States
Industries:
Beverages; Non-alcoholic beverages
Size:
USD3.3 billion revenues, 60,000 employees
Other setting(s):
2002

Related

Teaching note
-
Reference no. 5-504-089
Subject category: Marketing
Authors: Youngme Moon (Harvard Business School); John A Quelch (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2004
Version: 8 June 2004
Length: 19 pages
View full details
Case
-
Reference no. 9-504-016
Subject category: Marketing
Authors: Youngme Moon (Harvard Business School); John A Quelch (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2003
Version: 5 October 2018
Revision date: 16-Oct-2018
Length: 20 pages
Data source: Field research
Topics: Profitability; Market research; Customer retention; Customer service
Notes: Customers will need to be registered on the Harvard Business Publishing website in order to view the video. http://cb.hbsp.harvard.edu/cb/search/9-504-016?Ntk=HEMainSearch&N=0
View full details