1. 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 Starbuck’s
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
Porter’s 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?