Service Management: The Case Study of StarbucksNameInstitutionDate of submissionSERVICE MANAGEMENT: THE CASE STUDY OF STARBUCKSIntroductionStarbucks Corporation is an American company operating in the specialty eatery industry. During its formation the company specialized in producing coffee operating both as a coffee roaster and retailer in Seattle (Lyons 2005). It has been a successful corporation since then and has been expanding its operations and productions since 1971 when it was founded to date. Starbuck is now a global company that not only serves in the US but also has stores in many other countries. Apparently research shows that Starbucks Corporation has stores in more than ...view middle of the document...
These beverages are served with snacks and pastries that can also be parked and offered as takeaway. Moreover the stores package whole-bean coffee, microground instant coffee as well as full-leaf teas that can either be used to make beverages or sold directly to customers. Packaged foodstuffs, hot and cold sandwiches are also popular in many stores, with some stores offering items such as mugs and tumblers. The Starbucks has also advanced its services including variety of wines, appetizers and beers that are offered in the evening hours.In addition to the eatery sector, Starbucks also operates an entertainment division. This department markets music, film and books mostly through the hear music brand. In efforts to satisfy the customers in the global market, Starbucks services vary both seasonally and with locality, making different stores to sell different services of different quality.Customer experienceThe quality of coffee and services offered by Starbuck are more or less similar to those of their competitors despite their high prices. However in addition to the general services, Starbucks offers extra customer care that makes their customers addicted to their services. Starbucks make sure that after the customers first visit to their stores, he or she will always wish to come back for a retreat. Customers are people and they require special attention, and therefore Starbucks takes this as business strength and creates personalized customer experiences, secures customers loyalty and therefore generating profit as well as energizing employees. The assumption is that every employee is rational and is pleased by the growth of the business (Schultz 2012). This is achieved by creating a positive experience by listening to the customer's problems, analyzing it and fully being involved in solving the problem. Moreover the employees have the passion of knowing their customers; a regular customer is studied both on his frequency as well as his/her regular order. This enables Starbucks employees to understand the customer. Many customers have reported satisfaction in both their orders and some extended services to their personal problems. Starbuck also uses writings in their cups that are either made to encourage the customer or interrogate him to review his problems and request. The writing are made so personal such that if the customer replies, the next order will have a consistent writing on it that makes the customer feel fully cared for. In nutshell, Starbucks uses cup messages to enable micro interaction with the customer (Duhigg 2012).Effect of internet and SmartphoneThe internet has been a there at to any industry with specialty industry being no exception. Starbucks had started as a domestic firm operating only in US. However due to market globalization, foreigners came to know of its existence through visits to US as well as through the internet. First a negative flow of information that the business was models favored United Sta...
