...Experiential Marketing – A case study of Starbucks Abstract We extend our heartfelt thanks to our instructor, Ling-Hui Hsu, Ph.D., the assistant professor of Department of English at Ming Chuan University who herein her expertise and always provide support and opinion for our study at the leisure time, and with her professional skill and experience shared for us. Her valuable suggestions helped all of us to apply and comprehend the theories and help us to get more details for our paper. Starbucks is the top to become the most famous coffee chain store in the minds of customers. These researchers attempt to find out why Starbucks has been able to gain a lead in coffee chains. This research aims at verifying that the experiential marketing is not only a theory, but a practical strategy which can help an international coffee chain stabilize the repurchasing rate of customers and reach operational success. Table of contexts Abstract…………………………………………………………………………….......1 Chapter One: Introduction 1.1 Background…………………………………………………………………….3 1.2 Motivation……………………………………………………………………...4 1.3 Purpose of This Study………………………………………………………….5 1.4 Value of This Study……………………………………………………………6 Chapter Two: Literatures review 2.1Coffee Chains…………………………………………………………………..7 2.2Marketing Strategies…………………………………………………………....7 2.3Customer Relationship Management…………………………………………...8 2.4Schmitt’s 5-Stages Experiential Marketing Strategy…………………………...
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...Table of Contents Introduction 2 Theoretical background 3 Service quality 3 Service Quality Evaluation Models 4 1. SERVQUAL Model 4 Description of the company 5 Starbucks 5 Importance of Marketing Research for Service Quality 5 Research objectives 5 Methodology 6 Questionnaire 6 Questionnaire description 6 Interview 8 Appendices 9 Appendix 1 (Questionnaire) 9 Appendix 2 10 (Interview map) 10 References 11 Introduction Recently the new trend that is developing is narrowed towards offering to the customer good service despite the good product. Having high service quality is accepted as one strong competitive advantage that is difficultly built but it brings high success for the company if managed properly. Service quality is following the perceptions of the customer of what he/she thinks that quality of service is about and meeting exactly their expectation. Theoretical background Service quality Defining service quality may mainly be based on assumptions because of the intangible nature that services have. Moreover, different circumstances might shape the definition of service quality differently. (Brown, 1999) Despite the intangibility that describes the services, the second very important element when giving theory based on service quality is that services are heterogeneous. Presenting them varies from producer to producer or from client to client. Finally, the last characteristic describing the services is the inseparability...
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...Competitive Advantages of Starbucks Surfers’ Paradise Coffee Shop ZHANG Zhenjia[a],* [a] School of Tourism and Geographical Science, Shenyang University, Shenyang, Liaoning, China. * Corresponding author. Received 25 May 2012; accepted 9 September 2012 Abstract This study is conducted to give a clear picture of the competitive advantage of the Starbucks Surfers’ Paradise coffee shop. With this purpose as the direction, a thorough marketing research is conducted. According to results of the research, a conclusion of the competitive advantages of the shop is achieved based on the analysis of its marketing mix and positioning. Generally speaking, the Starbucks Surfers’ Paradise coffee shop’s convenient location, guaranteed high quality of both coffee and service, and the Starbucks brand itself give it assurance of success. Key words: Competitive advantages; Starbucks; Marketing mix ZHANG Zhenjia (2012). Study on Competitive Advantages of Starbucks Surfers’ Paradise Coffee Shop. Management Science and Engineering, 6 (3), 16-21. Available from http://www.cscanada.net/index.php/mse/article/ view/j.mse.1913035X20120603.1788 DOI: http://dx.doi.org/10.3968/ j.mse.1913035X20120603.1788 marketing theories including marketing mix, positioning, competitive advantages and the interrelationship among them. Further, on the base of the literature review, the essay analyzes the specific situations of the shop in question from two aspects of marketing mix and positioning in order...
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...The Questionnaire. As part of my research I conducted a survey on consumers in my local high street. The questionnaire helped me find results of what type of people go to Starbucks and whether or not they are happy with the services provided there. I conducted my research on a total of 50 people. The questions asked were related to my Marketing and Business Aims. 1.) How often do you go to Starbucks? o Daily o Twice a Day o Once a Week o Once a Month o Never o Other 2.) What do you mainly purchase? o Coffee o Hot Chocolate o Soft Drink o Water o Food 3.) Do you normally drink in or take it away with you? o Drink in o Take Away 4.) How satisfied are you with the pricing of drinks and food? o Drinks: o Too expensive o Reasonable o Other o Food: o Too expensive o Reasonable o Other 5.) Would the name ‘Vanilla coffee’ appeal to your taste buds? o Yes o No 7.) Would you like Starbucks to serve hot foods? o Yes o No 8.) If Starbucks launch a new drink do you try it..? o Straightaway o After a while o Never 9.) How long do you normally wait for your drink or food to be served? o 2 Minutes o 5 Minutes o More than 6 Minutes o Other 10.) Do you use the Starbucks site to see what’s new for you? o Yes o No o Never knew they had a site o Other 11.) What is your main reason for going...
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... Introduction Starbucks has been leading the coffee shop market in more than 40 years now. It has always been the place to find the world's best coffees. Its first store was founded at Pike Place Market in Seattle, Washington, United States. It has given a positive outcome so they serve consumers all over the world. The success of Starbucks coffee had come this far because they expand their operation and services and didn't limit their products. They sell not just coffee but tea, pastries, frappuccino, beverages and smoothies as well. Starbucks is the largest coffee house company in the world ahead of UK rival Costa Coffee, with 22, 551 stores in 65 countries and territories, including 12, 739 in Canada, 1,117 in Japan and 830 in the United Kingdom. From Starbuck' founding in 1971 as Seattle coffee bean roaster and retailer, the company has expanded rapidly. Between 1987 and 2007, Starbucks opened on average two new stores every day. Starbucks had been profitable as a local company in Seattle in early 1980's but lost money on its late 1989's expansion into the Midwest and British Columbia. Its fortune did not reverse until the fiscal year of 1989-1990, when it registered a small profit of $812, 000. By the time it expanded into California in 1991 it had become it trendy. The first store outside the United States or Canada opened in Tokyo in 1996, and overseas stores now constitute almost one third of Starbucks' stores. The company planned to open a net...
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...Elaineeng208@hotmail.com Phone Number (64) 022 120 2289 Section A Q1. Identify and justify three different sources of internal data * Finance is vital for the company to evaluate their current and make future marketing decision because the financial report will show you the detail of your sales revenue, cost expenses and overheads and the other expenses. Hence, you will find out your company is losing money or getting profit if your company is losing money you can find out the reason why your company is losing money from the financial report. * Customer engagement- to deal with your customer is important as well because customer behavior reflects your product’s popularity and the customer will tell you what they think of your products. Hence, you can improve your products or create new products from your customer’s feedbacks or comments. * Data trends are to make future marketing decision in your company and to analysis the current situation of global marketing. For example, before your company creates a new product, your company need to look at the data trends to find out the current consumer behaviors and the market trend then you might have an idea what will your new product be and how to attract your consumers. Q2. Two most valuable sources of marketing intelligence * Social Media-In my opinion, social media is the one of the most valuable sources to get good information because you will know what are people like and what are they talking about from the social...
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...BRAND PERCEPTION OF CAFÉ COFFEE DAY (CCD) IN REGARD TO CONSUMER TASTES AND PREFERENCES ACKNOWLEDGEMENT In performing my assignment, I had to take the help and guideline of some respected persons, who deserve my greatest gratitude. The completion of this assignment gives me much Pleasure. I would like to show my gratitude to Mr Anish Yousef, Mentor, Q1410 for giving me a good guideline for assignment throughout numerous consultations. I would also like to expand my deepest gratitude to all those who have directly and indirectly guided me in writing this assignment. In addition, a thank you to Varun Sir, who introduced me to the Methodology of work, and whose passion for research methodology has long lasting effect Many people, especially my classmates and team members itself, have made valuable comment suggestions on this proposal which gave me an inspiration to improve my assignment. I thank all the people for their help directly and indirectly to complete my assignment. AMBUJ VERMA DECLARATION I hereby declare that the project entitled “BRAND PERCEPTION OF CAFÉ COFFEE DAY (CCD) IN REGARD TO CONSUMER TASTES AND PREFERENCES” submitted for the CA 2 is my original work and the project has not formed the basis for the award of any degree, associate ship, fellowship or any other similar titles. (AMBUJ VERMA) Place: Date: Table of Contents INTRODUCTION 5 Literature Review 6 THE DEFENDING CHAMPION 7 UPHILL TASK 8 TREND FORECAST 8 TARGETING DIFFERENT...
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...Introduction of the Starbucks Starbucks Corporation is an American global coffee company. It is the largest coffeehouse chain in the world, with 19,972 stores in 60 countries which headquarters based in Seattle, Washington. Starbucks is named after the first mate in Herman’s Moby Dick. It was founded on March 30th in 1971 by Gerald Baldwin, Gordon Bowker and Zev Siegl. And the Starbucks’ CEO is Howard Schultz nowadays. The company’s logo is also inspired by the sea-featuring a twin-tailed siren from Greek mythology. Until 2012, the company has an annual turnover of ＄13.29billion. Initially, Starbuck only sells high-quality bean coffee, drinks, salads, sandwiches and baked food through their company-operated retail stores, with the rapidly development of Starbuck, the company also offered bottled beverages in locality stores and grocery stores. In 1991, Starbucks established a relationship with CARE an international humanitarian organization and establishes a line of premium ice creams and offers a line of premium teas in the market, which was the beginning of the company’s international expansion effort. In 1992, Starbucks successfully listed. And in the later several years, this company has already acquired some small business. Then, Starbucks begin to expand its global marketing. The Company’s objective is to establish Starbucks as the most recognized and respected brand in the world. In realizing and achieving this goal, the Company plans to continue to rapidly...
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...Starbucks is a international store of coffee. Its business operation is all over the world. Therefore, we choose two counties, U.S.A. and Taiwan to explore Starbucks’ business operation and its marketing development issue. During the project, we would like to discuss about Starbucks their product marketing development and quality control management. For the product marketing development, we would like to through the questionnaire to know about what the customer’s preferences in the Starbucks coffee beverage. For the quality control, how to ensure that the products or services that are provided meet specific requirements and characteristics, such as being dependable, satisfactory, and safe. Furthermore, we would find out the product develop plan in several years of Starbucks from survey counties. In survey, we would like to put into practice what has been learned in the marketing, international marketing and quality control management. And, we hope that we can use the presentation skills and communication skills learnt in Higher Diploma and have a good performance. Starbucks' have three target audiences in USA and Taiwan: Adults Starbucks’ primary target market is men and women aged 25 to 40. They account for almost half (49 percent) of its total business. Customers tend to be urbanites with relatively high income, professional careers and a focus on social welfare. Young Adults Young adults aged 18 to 24, total 40 percent of Starbucks' sales. Starbucks positions itself...
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...“Cup of Joe” Marketing Research Analysis Table of Contents Executive Summary Introduction and Research Design Secondary Research Qualitative Research: Interviews Data Analysis Frequency Analysis Limitations Conclusions and Recommendations Executive Summary The purpose of this marketing research report is to analyze the coffee shop market in the Greater Houston area to give Joe Brown a better understanding of the industry before investing in Cup of Joe coffee shops. Mr. Brown has 4 specific marketing research questions he is wanting answered through this analysis: What consumer segments can be identified in the Houston area coffee-drinkers market? What are the attitudes and behaviors of each segment with respect to coffee and coffee shop visits? How do the segments above evaluate the 4 potential competitors (Starbucks, Dunkin’ Donuts, McDonalds, and Burger King)? Is there a segment that is currently underserved by the existing 4 competitors and what type of coffee shop would this segment most likely demand? Before building a competitive national coffee shop brand, Mr. Brown needs information from primary, secondary, and qualitative research in order to be successful. Starting research in the Greater Houston area is a convenience for Mr. Brown since he is from Sugarland, TX which allows him to supervise operations of the business. Secondary research indicated that 54% of Americans over the age of 18 drink coffee daily. Research has found that coffee purchases are...
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...CHAPTER I INTRODUCTION Starbucks Reward Program has found a new way to connect with other customers such as creating an internet site where they can gather information about their rewards and points. Therefore; we will conduct more research about the rewards program that they have, and what will be the good benefits of it for their customers. We will show the kinds of rewards they have and its backgrounds. Thus, this can be a preference for the other Starbucks Patronisers if they still don’t know what other reward programs they can have and what will be the advantages and disadvantages of it. However, these rewards have some misfires that you will know. This study will only occur from August to October 2014. We will only gather first information from the questionnaires and interviews that we will conduct to provide the most accurate information and to prevent false information. Background of the Study Starbucks Reward Program encourages their customers to buy their products because of rewards. Reward programs of Starbucks were created to test the loyalty of their customers. There have been changes about their rewards to test the loyalty of the few. Starbucks Rewards Program also has the capability of giving their customers satisfaction by giving them back the gratitude for buying their products. The purpose of the study is to identify the credibility of the reward program of Starbucks Coffee. Rewards Program of Starbucks also allows customers to access or to track their...
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...Marketing Research Assignment – Wendy´s Case Martin Meister – Boston University THE WENDY´S CASE A DEMOSTRATION HOW MARKETING RESEARCH AND ANALYSIS CAN HELP RESOLVING A MANAGEMENT DECISION PROBLEM Martin Meister – martinmeisterg@yahoo.com Boston University - MET AD 856 fall 2012 – Professor Vladimir Zlatev February 27, 2012 1 Marketing Research Assignment – Wendy´s Case Martin Meister – Boston University Table of Contents Introduction ...................................................................................................................................................... 3 1. - Problem Definition ....................................................................................................................................... 3 a. - Background to the problem...................................................................................................................... 3 b. - Statement to the problem........................................................................................................................ 4 2. - Approach to the Problem ............................................................................................................................. 5 3. - Research Design ........................................................................................................................................... 8 a. - Information needs ........................................................................................
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...Table of Contents Task 1 5 Describe the main stage of the purchase decision-marking process 6 Identify customer's buyer behaviour and explain the factors may affact it ……………………………………………….7 Evaluate the relationship between brand loyalty, corporate image and repeat purchasing……………………….8 Task 2 13 Evaluate different type of market research techniques 14 Use source of primary/secondary data to achieve marketing research objectives 16 Assess the validity and reability of market research findings 17 Prepare a market research plan to obtain information in a given company 19 Task 3 22 Assess market size trends for a chosen target market 23 Plan and carry out a competitor analysis on a rival 24 Evaluate organization's opportunities and threats 27 Task 4 30 Evaluate various techniques of assessing you customers responses 31 Design and complete a customers satisfaction survey 32 Review the success of a completed survey 31 Appendix 34 References 36 Task 1 Task 1 (Outcome 1) a. Describe the main stages of the purchase decision-making process within your chosen company * Refreshing drink is the basic human’s demand. Therefore, it is understandable when people expect to have a comfort drink to satisfy thirst. In Vietnam, Pepsi and Coca Cola took large amount of market share in beverage industry, applying consumer buyer decision process will help them a part in purchasing battle. * As usual buying decision process will cover through 5 steps...
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...that are provided by stores, and they are willing to pay for them. As for managers, attractive experiences are the products they have taken great efforts to create, manage, and sell. For academic researchers, experiences are considered as distinct economic offerings that are different from goods and services. These scholars believe that the focus of the economy has been transferred to experience (O’Sullivan, E.L., & Spangler, K.J. (1998). Experience marketing: Strategies for the new millennium. State College, PA: Venture Publishing), and that experience industries are on the rise (O’Sullivan, E.L., & Spangler, K.J. (1998). Experience marketing: Strategies for the new millennium. State College, PA: Venture Publishing; Pine, B.J., & Gilmore, J.H. (1998). Welcome to the experience economy. Harvard Business Review (July–August), 97–105; Pine, B.J., & Gilmore, J.H. (1999). The experience economy: Work is theatre & every business a stage. Boston: Harvard Business School Press; Schmitt, B.H. (1999). Experiential marketing: How to get customer to sense, feel, think, act, relate to your company and brands. New York: The...
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...INTERNATIONAL MARKETING Case Study Report How Starbucks Corp. should improve its business Syndicate Group Number 1 24/08/2007 The following group assignment report was prepared for a business unit at Macquarie University, Sydney. The information given does not need to be correct. The suggestions given and conclusions drawn remain (as the whole report in itself does, too) the intellectual property of the authors. Do not use this report for plagiarism. Do not copy this report. Do not print this report. Do not hand this report in as your own! Authors and Copyright: Tanya Shahi Jorge Omar Martin Aufschläger Timo Schmerling Stefan Gassner tanyashahi@gmail.com canogeorge@hotmail.com martinaufschlaeger@gmail.com timo_schmerling@web.de mail@stefan-gassner.de 2 Case Study Report: Starbucks Corp. Table of Contents Table of Contents ....................................................................................................... 2 1. Introduction ............................................................................................................. 3 1.1 Company Profile ................................................................................................ 3 1.2 Case Summary.................................................................................................. 3 1.3 Current Situation .................................................................................................
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