Youngme Moon, John A. Quelch
Sales & Marketing
The case ‘Starbucks: Delivering Customer Service’ is accompanied by a Video Short – available only to registered Premium Educators at hbsp.harvard.edu – that can be shown in class or included in a digital coursepack. Instructors should consider the timing of making the video available to students, as it may reveal key case details.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.
Employee retention, Human resource management , Informal leadership, Organizational culture