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Starbucks-delivering customer service

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Reference no: EM133164879

Reference: Moon, Y., & Quelch, J. (2018). Starbucks: Delivering customer service. HBS Case 9-504-016. Harvard Business School Publishing. https://hbr.org

  • Make a robust causal loop diagram to capture the fundamental system behaviors, outcomes, and causes of the customer service issue at Starbucks. The causal loop diagram should identify with one of the common system archetype patterns, as defined in the Braun article. The diagram should describe fundamental system behaviors and outcomes. The diagram itself can be drawn by hand or with software. Tables are not appropriate; it must be in the form of a diagram.
  • In addition to the diagram, explain why you chose this particular archetype as the best fit for the situation. (Reminder: The concept of systems thinking and its associated tools may not be understood by your audience.)
  • Analyze the root cause(s) of the low customer satisfaction being experienced by Starbucks. Your analysis should be substantiated by the causal loop analysis, discussing the causal flow of the chosen archetype.

Reference no: EM133164879

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