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705fbcase Questions SB

The document contains 5 case study questions about Starbucks Coffee posed by Prof. P K Bansal regarding a customer named Mr. Dorosin's interactions with Starbucks and their service recovery system, product mix with a focus on hardware and equipment, competitive forces in their coffee products division, and how to handle Mr. Dorosin going forward to save money and reputation.

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Jayati Arora Jha
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73 views1 page

705fbcase Questions SB

The document contains 5 case study questions about Starbucks Coffee posed by Prof. P K Bansal regarding a customer named Mr. Dorosin's interactions with Starbucks and their service recovery system, product mix with a focus on hardware and equipment, competitive forces in their coffee products division, and how to handle Mr. Dorosin going forward to save money and reputation.

Uploaded by

Jayati Arora Jha
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Prof.

P K Bansal Professor & Head, Department of Marketing & Sales Amity Business School

CASE QUESTIONS
Starbucks Coffee
1. Was Mr. Dorosin a Voicer at any stage? If yes, narrate the actions of Starbucks management, leading him to become a Terrorist.

2. Critically evaluate the service recovery system of Starbucks. Identify the fail points and suggest remedial measures.

3. Study the Product Mix of Starbucks Retail Stores. What proportion of their business is, Hardware and Equipment? How important is it for Starbucks?

4. Study the competitive scenario in their Coffee related Products Division. Apply Porters Five Forces model and detail a strategy for the Starbucks.

5. Were the demands of Dorosin justified at any stage? How can now he be handled to save the company, money and reputation?

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