Success factors

Novel concept providing not only best coffee but experiential coffee
consumption
Leveraging Highly Untapped market
High partner satisfaction leading to proper service delivery thereby
leading to customer satisfaction
High loyalty of customers .



Value proposition-Compelling
Factor
Coffee was intangibalized in terms of experience of having coffee
Coffee was just no longer just coffee but involved ambience, partners
weaving emotional elements to it
Personalized Customer experience or customer intimacy was brought
forth

Brand image during the early period
High quality coffee
Elite place to hang out
Experiential ambience
Best customer service in terms of
Correctness
timely delivery
courtesy


Starbucks customer satisfaction score
declined?
Increase in product portfolio has lead to complexity in services
Providing customization to loyal customers is eating into time of other
customers leading to delay
Economy changes and high Expansion lead to new target customers
(demographics) who perceived starbucks differently
Younger population had different metrics for quality dimensions



Has Service declined?

Service quality has many dimensions
Service quality for starbucks has not declined in totality. Only service
time has been affected
Service time has increased due to customization and labour issues
Secondly their Customer demographics have changed thereby their
perceived quality attributes has changed
For new set of customers quality dimensions different
Is service measured the wrong way?