[ Tips ] 一分鐘使用導覽
商品編號： 9-504-016 出版日期： 2003/07/31 作者姓名： Moon, Youngme;Quelch, John A. 商品類別： Marketing 商品規格： 20p 再版日期： 2018/10/05 地域： 產業： 個案年度： 2002 - 2002
商品敘述：
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.
涵蓋領域：
Market research;Customer experience;Profitability;Corporate strategy
相關資料：
Case Teaching Note, (5-504-089), 19p, by Youngme Moon, John A. Quelch;Video Short, (6504), 0p, by John A. Quelch;Spreadsheet Supplement, (XLS209), 0p, by Youngme Moon, John A. Quelch
哪些人也有訂購？