9-808-019 JUNE 6, 2008 NANCY F. KOEHN MARYA BESHAROV KATHERINE MILLER Starbucks Coffee Company in the 21st Century On the morning of March 19, 2008, 6,000 Starbucks shareholders gathered at McCaw Hall in Seattle for the coffee company’s annual meeting. The first in line appeared outside the building’s glass-fronted façade while it was still dark, and before long, the performance hall was packed.1 As the crowd streamed inside, one team of Starbucks employees handed out cups of hot coffee,
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PART ONE • UNDERSTANDING SERVICES SERVICES IN THE MODERN ECONOMY As consumers, we use services every day. Turning on a light, watching TV, talking on the telephone, riding a bus, visiting the dentist, mailing a letter, getting a haircut, refueling a car, writing a check, or sending clothes to the cleaners are all examples of service consumption at the individual level. T h e institution at which you are studying is itself a c o m p l e x service organization. In addition to educational services
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Chapter 1 Executive Summary Executive Summary CoffeeTIME is not just another coffee shop. In a world that never sleeps, we all need time to pause and unwind. Whether it’s a business or a romantic meeting, gathering of friends or relaxing on your own, reading a book or surfing the net, CoffeeTIME will provide you with the perfect backdrop. Our friendly staff will make you a coffee to suit your taste, mood or occasion. Our snacks and desserts will restore
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Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo Editor in Chief: Stephanie Wall Senior Acquisitions Editor: April Cole Editorial Project Manager: Claudia Fernandes Director of Marketing: Maggie Moylan Senior Marketing Manager: Nikki Ayana Jones Marketing Assistant: Gianna Sandri Senior Managing Editor: Judy Leale Production Project Manager: Kelly Warsak Senior Operations Supervisor: Arnold Vila Operations Specialist: Cathleen Petersen Creative Director: Blair
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CONNECT FEATURES Interactive Applications Interactive Applications offer a variety of automatically graded exercises that require students to apply key concepts. Whether the assignment includes a click and drag, video case, or decision generator, these applications provide instant feedback and progress tracking for students and detailed results for the instructor. Case Exercises The Connect platform also includes author-developed case exercises for all 12 cases in this edition that require
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” —George Santayana The World of Work: Tony considers his style O n the way home from the restaurant—soon to be his restaurant, Tony thought—the news of his Whenever she visited the restaurant, she and Jerry would always end up huddled in one of the corner booths over her laptop screen or a spreadsheet printout discussing numbers—food costs, labor costs, and the figures for the latest marketing campaign to increase sales. Dawn always ended her visit by walking around and checking in with everyone
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2014 Trends Report Top 10 Global Spa and Wellness Trends Forecast 2014 Trends Report Top 10 Global Spa and Wellness Trends Forecast This is our 11th annual Trends Forecast, and I have never been more excited about the spa and wellness industry. So many of the trends we predicted over the past decade are now coming to fruition…helping businesses thrive and helping people live more healthfully every day. At the same time, we are seeing new, provocative ideas that will have a dramatic impact
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Tickle Me, Tony Let others pursue mere success. Tony Hsieh wants to unlock the secrets of human happiness. 66 INC. MAY2009 Get Ha3DV How Tony Hsieh uses relentless innovation, stellar service, and a staff of believers to make Zappos.com an e-commerce juggernaut—and one of the most blissed-out businesses in America BYMAXCHAFKIN I PHOTOGRAPHS BY JAKE CHESSUM "What would make you happier in your life?" Tony Hsieh asks me this question as we sit at a booth with half a dozen young people
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Leading Licensing Companies By Dawn Wilensky A combination of new and evergreen properties/brands drove 2006 worldwide retail sales of licensed merchandise. Over the last five years, we have made strategic changes to our Leading Licensors list to ensure up-to-date, accurate worldwide retail sales estimates. This year, we made yet another change. As the line between licensor and licensing agent continues to blur—with many licensors taking on the task of representing properties/brands outside
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English Wine Week Direct and Digital Marketing Plan Team Sunflowers - Team code 2114-03. Team code 2114-03. Executive Summary For English Wine Producers we propose the following objectives to get the most out of their English Wine Week: • • • • Increase the number of visitors attending the vineyards during the week To sell at least 65,000 bottles throughout the week To create a functional database upon which consumer data can be used in the future Increase awareness of the week through
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