Are STP and marketing mix in tandem

Gap Model of Service Quality

Customer Retention & Satisfaction

New vs. Established Customers

Bad research methods

Perception: Premium to Norm

Consistent level of service but changing needs of customers

Value Proposition
Actual service decline

What do u think Starbucks is on service quality

Moment of Truth strategy

CRM strategy

Role of Customer
Participation was Low to Moderate a. b. Almost 50 % customized their drinks Enhance atmosphere by their mere presence at the outlets Its based on the human spirit , its based on a sense of community Frank Opinions in the Survey True Reflection in the Customer Satisfaction Scores

c. d.

Gap 3 => Lack of understanding of their roles or

willingness or inability to perform
The Changing Customer Customer Mix No rewards for good performance

Role of employees
Starbucks Culture:
Employee satisfaction leads to Customer Satisfaction Ranked 47th among best places to work Low attrition rate Internal Promotions rather than lateral Hiring

Key Traits of Employees in Starbucks Service Delivery

Looks into customized demand of regular customers which in turn slows down the service delivery High of Emotional Labour Competency Employees empowered to adjust according to customer demands and sometime go over the board to satisfy their demand which leads to customer delight Legendary Service creating memorable experiences

Thank You