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Complete Case details are given below :
Case Name : Starbucks: Delivering Customer Service
Authors : Youngme Moon, John A. Quelch
Discipline : Marketing
Case Length : 20 pages
Solution sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
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.
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