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QUALITIES OF EXEMPLARY CUSTOMER SERVICE: CAPTURING THE COMPLETE STARBUCKS GUEST EXPERIENCE

Description
In my exploration of the expectations of customer service that people have in regards to their visits at Starbucks retail stores, I will utilize Laswell's Model of Communication and the theory of symbolic interactionism to guide my findings. These overarching ideas provide a foundation for understanding the communication process as…

In my exploration of the expectations of customer service that people have in regards to their visits at Starbucks retail stores, I will utilize Laswell's Model of Communication and the theory of symbolic interactionism to guide my findings. These overarching ideas provide a foundation for understanding the communication process as a whole, and will therefore allow us to extract meaningful information from regular interactions between Starbucks employees and consumers. Additionally, my goal is for these discoveries to produce insight in regards to critical customer service qualities that other businesses should incorporate into their own customer service programs in order to find success.
ContributorsRomero, Felipe Antonio (Author) / Martin, Judith (Thesis director) / Robinson, Jennifer (Committee member) / Propes, Rebecca (Committee member) / Barrett, The Honors College (Contributor) / Hugh Downs School of Human Communication (Contributor)
Created2014-12
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Long Lines: Looking at The Starbucks On Campus from A Business Process Management Perspective

Description
This project aimed to find implementable solutions to the long flow times at the Starbucks locations on campus. Surveys of the consumers indicated a dissatisfaction rating of 29%, neutral rating of 29% and satisfaction rating of 42%. Showing room for improvement in satisfaction, respondents were asked if a decrease in…

This project aimed to find implementable solutions to the long flow times at the Starbucks locations on campus. Surveys of the consumers indicated a dissatisfaction rating of 29%, neutral rating of 29% and satisfaction rating of 42%. Showing room for improvement in satisfaction, respondents were asked if a decrease in flow time or if mobile ordering was implemented would affect their frequency, over 50% responded that it would increase their frequency. Implementation of a mobile ordering system into the ASU app or separating the register line into M&G only and then cash and card only, is recommended to decrease the flow time.
ContributorsLares, Bethany Linn (Author) / Munshi, Perseus (Thesis director) / Garverick, Michael (Committee member) / Samuelson, Melissa (Committee member) / Dean, W.P. Carey School of Business (Contributor) / Department of Information Systems (Contributor) / School of Accountancy (Contributor) / WPC Graduate Programs (Contributor) / Barrett, The Honors College (Contributor)
Created2020-12