BPS 6210 SYLLABUS - University of Texas at Dallas

Case: Starbucks: Delivering Customer Service (HBS 9-504-016) Service is one of three elements in Starbucks’ value proposition. How important is “service” relative to the other elements in defining the “whole product” for Starbucks’ customers? How easy (or difficult) is service to manage and control, as compared to the other elements? ................
................