Customer Service An Organization Essay - 958 Words

Customer service is the by-product of an organization’s desire to satisfy its clientele. It is the way by which goods or services are delivered from to the customer in each phase of a transaction. Those providing customer service represent the organization and its values. If there are procedural issues within the organization, it will be reflected in the way in which customer service is perceived. Customer service is integral to an organization’s success, considering even one negative interaction may be enough to lose a client. According to American Express (2011), seventy-eight percent of customers have turned away from a sale due to poor customer service (Service Can Make or Break Brands, para. 5) Poor Customer Service Practices Hiring employees who lack basic customer service skills is the origin of bad service. Solomon (2014) explains that unfortunately, not everyone is cut out to work directly with customers. These types of people are cold, unskilled, or apathetic (1 Worst Practice, para. 5). When training employees in customer service, it is important that it is not just a formality (2 Worst Practice, para. 7). Employees often need to be evaluated to ensure they are meeting customer service goals. It is important that customer service be considered from the viewpoint of the client. They should regularly put themselves in the place of the customer. By not viewing things from the customer’s perspective, they may be missing shortcomings in the customerShow MoreRelatedCustomer Service And An Organization1445 Words   |  6 Pagescontinuously fail in customer service satisfaction for many reasons. As service failures are inevitable, it is important for companies, especially small businesses, to capitalize on learning the importance of reducing service failure. Just as the seed is the core of the fruit, customer service is the core of an organization; its meaning is the primary function for organizations to retain business and discover new ventures. Customer service is the primary source of business-to-customer communication andRead MoreThe National Customer Service Organization1258 Words   |  6 PagesThe National Customer Service organization has enhanced its customer service tools over the past three years. The customer service tools have been consolidated from 10 separate platforms into 1 tool that is consistent company-wide. This consolidation lent itself to the National Customer Service Business Intelligence department having the ability to analyze agent performance from a â€Å"One Comcast† perspective. Specifically, the evolution of business intelligence and performance dashboard capabilitiesRead MoreMarketing And Customer Service : An Organization1114 Words   |  5 Pagesâ€Å"focusing on marketing and customer service†. Where in the employees had extensive training to change the way they performed their jobs by attending a â€Å"Customer First† seminar which is focused on managing people. They give the definition of transformation which gives a feature based on their cases that â€Å"Creating behavioural change is a difficult and long term process that requires management’s concerted and persistent effort†. So based on the reading I would say that organization transformation is theRead MoreMy Organization s Customer Service Model1208 Words   |  5 Pagesdoing well now, while lower performing hospitals are still performing low (Rau, 2015). In this post, I will discuss my organization’s customer service model, evaluate the effectiveness of customer satisfaction initiatives, describe the role of the manager and staff nurse in implementing customer service, describe how patient satisfaction is measured, and why customer satisfaction is tied to reimbursement. My hospital’s organizational mission is to build and cultivate a culture of excellence thatRead MoreMy Organization s Customer Service Model1230 Words   |  5 Pagesdoing well now, while low performing hospitals are still performing low (Rau, 2015). In this post, I will discuss my organization’s customer service model, evaluate the effectiveness of customer satisfaction initiatives, describe the role of the manager and staff nurse in implementing customer service, describe how patient satisfaction is measured, and why customer satisfaction is tied to reimbursement. My hospital’s organizational mission is to build and cultivate a culture of excellence thatRead MoreUnderstanding Your Organization s Customer Service Guidelines1645 Words   |  7 Pagesdocid=-588724269867897572hl=en (irate customers) ïÆ'Ëœhttp://video.google.com/videoplay?docid=-5677384960392844817hl=en (telephone messages ïÆ'Ëœhttp://www.ipaustralia.gov.au/about/charter_index.shtml ïÆ'Ëœhttp://www.customerservicemanager.com/at-your-service-the-ten-commandments-of-great-customer-service.htm ïÆ'Ëœhttp://www.matrixstandard.com ïÆ'Ëœhttp://all-free-info.com/customer-service TASK 1 – UNDERSTANDING YOUR ORGANISATION Research your workplace standards you should have your organization’s customer service guidelines in yourRead MoreCustomer Centric Organization Of Fast Vision Products And Services1658 Words   |  7 PagesLenscrafters have differentiated themselves as unique providers of fast vision products and services above their competitors. Specifically, the company s strengths are based on its timely ‘glasses in one-hour service, the broad range of brand selection and the great customer experience in their stores. Clients can, thus, be served within an hour through a lab consultation where a customer can choose eyeglasses that meet their most needs. The firm surpasses competitors through offering the latestRead MoreEvaluation Of A Customer Relation Assignment : Observation Of Three Different Healthcare Service Organizations1324 Words   |  6 PagesThis paper discusses the results from a customer relation assignment which was designed to create knowledge through observation of three different healthcare service organizations. This technique provided ample amounts of information on how different healthcare facilities handled costumer relations. The paper is written in a first person experience and covers the following information such as type of the organization and services provided at each of them. Then the paper will continue to explain theRead MoreEvaluation Of Customer Data Detailing Preferences For An Organization s Products And Services ( Oxofrd University Press )916 Words   |  4 Pagesresearch is the collection and evaluation of customer data detailing preferences for an organization’s products and services (Oxofrd University Press). The information gleamed from a market research study con prove very useful in a business’s decision making processes. It is essential for managers to carry our market research as it can determine an organization’s success. Market research allows managers to become familiar with an industry, its potential customers’ need, and the competitive environmentRead More Service quality of hospitality information system Essay1230 Words   |  5 Pages Service quality of hospitality information system has emerged as an important function under discussion for the hospitality industry in IRAN which has been identified as one of the efficient structures for the organizational performance within the competitive marketplace regarding hospitality information system (lewis 1993) .The service quality of hospitality information system provide equivalent services ,establishing high service quality ,supplement customer satisfaction, and enlarge

Essay on Stress and Law Enforcement - 1154 Words

Management and Dealing with Stress in Officers It is important that law enforcement officers are able to handle stress and build his or her zone of stability. Officers have a ready-made support system in each other. They better understand the special problems and feelings that come with the job that friends and family members dont. That doesnt necessarily mean that this relationship with their fellow officers will cure all. Sometimes, because of the macho image that police officers uphold, they will give back negative feedback in a situation where an officer needs comfort. For example, an officer shoots someone in the line of duty and is having an emotional struggle with it, and a fellow officer (who thinks he is supporting†¦show more content†¦The most traumatic event in a law enforcement officers job is dealing emotionally with the involvement in a shutting incident. Officers may suffer from posttraumatic stress reactions due to a shooting incident. It is estimated that one-third of officers have a mild reactio n, one-third have a moderate reaction, and one-third have a severe reaction when involved in a shooting incident (Solomon 1988). Even if the officer has a good mental preparation and a solid zone of stability, other factors such as the degree of the threat to the officers life (including wounds), amount of warning before the shooting, how long the danger persists, the security of the officer in his/her judgment to shoot, who the deceased person is, the administrative support he/she receives, and how the media treats the situation, all effect how mild, moderate, or severe the reaction will be. The long-term effects vary from person to person. Some may suffer from flashbacks, sleep disturbances, nightmares, depression, fearfulness, emotional withdrawal from family and fellow officers, appetite changes and hostility towards the law enforcement system (Solomon 1990). In order to ensure that the officers emotional reaction to a shooting incident remains at a minimum, the department s hould have a system setup for this. The officers must be reminded of what reactions they can expect when they are hired regarding their involvementShow MoreRelated stress and law enforcement Essay1121 Words   |  5 Pages Management and Dealing with Stress in Officers nbsp;nbsp;nbsp;nbsp;nbsp;It is important that law enforcement officers are able to handle stress and build his or her zone of stability. Officers have a ready-made support system in each other. They better understand the special problems and feelings that come with the job that friends and family members don’t. That doesn’t necessarily mean that this relationship with their fellow officers will cure all. Sometimes, because of the â€Å"macho† imageRead MoreLaw Enforcement and Police Stress Essay1164 Words   |  5 PagesPolice Stress As crime coexists with humanity, the presence of the police force ensures the suppression of crime and the safety for our society. Every occupation has its own work stress. What is unique is all the different stress found in one job. Aside from the heroic services police officers perform in their duty, they experience overwhelming stress in their daily duty. Police stress refers to the negative pressures related to police work (Police Stress, n.d.). In order to maintain peace and orderRead MoreStudying Stress among Law Enforcement Officers2504 Words   |  10 Pagesemployee of a law enforcement organization, be it a local, regional, or state police force; a federal law agency, or a more specific correctional facility or other law enforcement organization. The specific reason society has law enforcement is that groups of people living together do not always exist in harmony, and it is the job of the police officer to maintain public order, prevent and detect criminal activity, appre hend criminals, collect evidence, and see that the due process of law is followedRead MoreStress Is A Common Factor Among Law Enforcement2245 Words   |  9 PagesStress is a common factor among law enforcement. Although the men and women who work in law enforcement are expected to handle extreme circumstances while being on the job many are affected. Contributing influences such as violence, cruelty, and killing someone in the line of duty are some of the situations faced on a routine basis. It is not customary for people to witness and be involved in traumatic violence on a frequent basis. Personality traits can also influence stress. Police officers actRead MoreIntervention Strategy to Reduce Stress in the Law Enforcement Workplace897 Words   |  4 PagesIntroduction Law enforcement officers, especially police, are first responders to calls for protection and criminal activity. Hence, it is important to maintain health of law enforcement officers in order to enable continuity of their engagement as protectors. These jobs or duties are not always easy. In fact, they encounter life threatening and stressful situations. Work place stress is something which needs to be dealt and if not may cause unfavorable situations and impact on performance of officersRead MoreLaw Enforcement Officers and Their Families Essay1650 Words   |  7 PagesLaw Enforcement Officers and Their Families The law enforcement officers who protect and serve the local communities have and live stressful lives. How stressful is the occupation of a law enforcement officer in their job and in their personal lives than other occupations? How hard would it be to be a spouse or loved one of a law enforcement officer? Does the public know what goes on in a law enforcement officers job life and the life of their family? Could the average person handle the dailyRead MoreLaw Enforcement Officers Face Incredible Dangers Essay1630 Words   |  7 PagesLaw enforcement officers have encountered some very deadly days. The life of a law enforcement officer is one of constantly being aware of your surroundings, dealing with the uncertainty of not knowing the individuals you have to approach, and being able to cope with the visual images seen after vicious crimes. The life of a law enforcement officer, who protects and serves, is both challenging and rewarding. The first law enforcement system was esta blished in Boston, Massachusetts over 350 yearsRead MoreThe Issue Of Law Enforcement1429 Words   |  6 PagesMany citizens look for law enforcement for service and protection, some don’t even think about the problems they face day to day. Every day hundreds of people working in Law enforcement put their lives on the line while on the job. They face challenging problems each day such as rising crime, law enforcement corruption, stress, health problems and being portrayed in a negative way on Social media. It’s not easy doing their job but they do it to the best of their ability despite having diffluent obstaclesRead More Police Trauma and Addictions Essay1116 Words   |  5 Pages Police Trauma and Addictions Tabel of Contents Introduction†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦1 Post-Traumatic Stress Disorder†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.2 Substance Use and Abuse†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..3 Alcohol Abuse Chart†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.3 Trauma Strass Interventions†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..4 Conclusion†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.4 Bibliography†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..5 A study of 852 police officers found that nearly 50 percent of male and 40 percent of female officers consumed excessive amounts of alcohol. Excessive amounts of alcohol isRead MorePolicing Practices and Operations1603 Words   |  7 Pagesï » ¿ Policing Practices and Operations CJA/394 08/24/2014 Policing Practices and Operations Law enforcement officers have many duties. Law enforcement officers are sworn to serve and protect society as well as to fight crime. They also maintain order within their jurisdiction, as well as providing other services that the community will benefit from. Most of the time, police officers are considered to be crime fighters, in which this image has been brought to citizen’s attention by

Management Principles Market Sentiments in the U.S.

Question: Management Principles: Market Sentiments in the U.S. Answer: Introduction Named after the first mate in Moby Dick by Herman Melville; Starbucks was founded in the year 1971 by three friends or better known as atypical businessmen named Gordon Bowker, Zev Siegl and Jerry Baldwin with the mission to inspire and nurture the human spirit- one person, one cup, and one neighborhood at a time. With the growing years; by 1987 the company opened 9 stores alone in Seattle headed by CEO Howard Schultz who then took up measures for the expansion of the companys reach at an international extent. Despite of its expensive service; customers even today get dragged because of its quality enriched coffee ranges. Which of Porters competitive strategies is Starbucks using? Michael Porters five force industry theory effectively states how an industry is influenced by five business forces. Understanding and pointing out these five industry forces; you have Rivalry, Supplier power, Buyer power, Threats of New Entrants and Threats of Substitutes. Estimating the influence of these factors; you have Rivalry in the center taking over the most dominating position which influences other four industry forces (Marburger, 2012). Alike all other business companies existing in the market ruled by different sectors; Starbucks too adheres to these five industry forces effectively to ensure its successful functioning in the long run. The center point of Rivalry arises from the competition taking birth between the same firms operating in the same sector. As per the traditional economic model; if a competition persist among the firms engaged in a rivalry; then the profit rate will drive to zero. However it is also to be understood that no market prevails under perfect competition and none so firms are unsophisticated to play the role of passive price takers instead they continue their position striving for gaining over competitive advantage over the rivals they have in the market; whose intensity differs from industry to industry (Polo Weber, 2010). With its entry in the market of Australia, New Zealand, North America, China, Hong Kong and Tokyo; Starbucks aims at having an international outlook. When aiming at the international market; Schultz considered that Starbucks products should meet the local market effectively to attain success. Such a market also possesses the threat of rivalry with company already existing with its service in the same coffee sector. With the regard of industry rivalry; it was assumed that coffee industry is confined completely to competitors holding position within the coffee segment which took any competition from any other coffee segment as a substitute. It is estimated that the environment under which the specialty coffee industry has to undergo a tough competition comprised of both retail-based and product-based competition (Dong Guo, 2014). Only those product-based companies who could extend their services to retail-based companies were considered perfect for withstanding the rapid growth of the specialty coffee industry. Such can only be done by introducing new and upscale version of their brand product which is already famous and highly preferred by the customers. Companies indulging in such rivalry competition much also take up measures to maintain larger sale volume to retain position in the market with reliable profit margin. To ensure such growth; specialty coffee products have to face product based competition with other non-coffee beverages like juice, tea and both soft and hard drinks. To maintain such a competitive rivalry; Schultz also made sure to take up challenges for meeting the threats of substitutes. Considering the threat of soft drinks like Pepsi and Coca-Cola as the primary substitute; Starbucks joined into a partnership with Pepsi-Cola Company to come up with its new product- Bottled Frappuccino; while with Dreyers Grand Ice-cream Inc. for the production of one brand Ice cream in the US(Kim, Brorsen, Anderson, 2010). However a potential threat still persisted as customers were le ss willing to substitute coffee for caffeinated soft drinks or ice creams. Taking over the competition among the rival companies much seriously; the Starbucks began serving the United Airlines along with Canadian Airlines as well as some of Chain hotels. Discuss how Schultz is using leadership, Structure, Information and control system and human resource to implement strategy at Starbucks. Starbucks coffee company has come up with its service as the largest coffee house having international access. The leadership of the company CEO Schultz is rightly attributed with the appropriate functioning of the organizations structure. It has been rightly said that the management, leadership, communication strategy, business chain and other such factors which stand critical to the success of any business organization is highly dependent upon the organizational structure of the company which is why Schultz pays adequate attention for the formation of the organizational structure with his effective leadership strategies (Haskova, 2015). He motivates his employees in such a way that they are able to relate their requirements with the success of the organization. Schultz has made sure to match the organizational structure of Starbucks Coffee Company in such a way that it is able to match the prevailing business needs of both the company and the market. The organizational structure of the Starbucks is basically based on an organizational structure of conventional typology which helps in the growth of its business helping it to optimize its business process effectively providing its customers with the best quality products and services (Mahobia Jain, 2015). The organizational structure of Starbucks is defined as a hybrid mixture of various features guiding the structure of an organization such as Functional structure, Geographic structure, Product-based divisions and team structure. Starbucks Coffees functional organization structure features refers to the employment grouping done on the basis of the business functions they are to perform. For example; there is an HR department, a marketing department and a finance department; all of which are referred as the top most departments of the company helping the corporate headquarter in taking the most important decisions for it. Such an organizational feature can be easily related to hierarchical feature of Starbucks organizational structure such as the HR department of the corporate implementing some policies which are acceptable by all Cafes of Starbucks (Vincenzo, 2012). This organization structure continues function with the CEO at the topmost position. Talking about the geographical structure of the organization; presently Starbucks has three geographical divisions operating at China and Asia-Pacific, Europe-Middle East-Russia-Africa and Thirdly the Northwestern regions of the world. The organizational structure of the company is again sub divided in the US market. Each of these geographical divisions is headed and monitored by a senior vice president who helps the division in ensuring flexibility for adjustment of policies and strategies suitable for the prevailing market condition (Gonzalez, 2015). The company also has product based employees division who are responsible for maintain focus the product lines of the company for ensuring its better performance. Along with all these structural divisions there are employees operating in teams and are most noted in the lowest level of the organization of Starbucks. They are responsible for ensuring effective and efficient services for the customers. However with the passing years; a transformation has been noted in the organizational structure of Starbucks. With its growing expansion since 2007 and Schultz resuming position in 2008; few changes have been amended to the formation of the organizational structure. The structural pattern of the organization is now so designed that effective attention is given to the employees training so as to ensure better performance on their part. This has led to an improved customers experience when dealing with the services of the firm as well as a stable financial position for Starbucks. What strategies has Schultz used in expanding Starbucks internationally? The contribution made by Howard Schultz towards the growth and expansion of Starbucks Coffees is too vast to be estimated in few words. He has made use of effective marketing strategies which has helped in the growth of the company having its reach worldwide that too with maximum customers response. Beginning with its marketing strategies; first you can have a gossip about decaffeinated coffee. Strange but Starbucks history reveals it has taken initiatives for bringing to its customers coffee without caffeine (Taylor, 2008). The company is reported to be adhering to a bold marketing strategy for the implementation of its highest ideals. However it is always the motivational effort of the CEO which has helped the company meet broader success. Learning more about the conventional marketing strategy of Starbucks; there are various instances which can get you easy help. Starbucks history claims that it mainly aims at providing the customers with a perfect cup of coffee which means the company is too concerned about the quality which is why the company takes up strategies for ensuring that the coffee served is rich in flavor, fragrance and meets the expectation of the customers. Though the customers might find the price a bit high; but there is no compromise made with the quality which is why the company chooses to roast all the coffee beans in-house. Adhering to the best marketing strategy; Starbucks is too concerned about the place that is where it is to set up its caf because the company believes that only a comfortable place covered by nature is best suitable for enjoying a perfect cup of coffee. With this ideal the company makes sure to choose the best location for its caf zone. For them; customer satisfaction is their greatest concern (Sindhwani Ahuja, 2014). They believe that only when the product of the company is preferred by the customers; shall they incur highest profit rate with all the products being sold by the end of the day. Moving on towards the next marketing strategic move for Starbucks; the company holds feeling for creating a community. It is because developing community feeling shall bring the customers is sharing their experience of coffee with Starbucks which will help the company to understand the needs and reviews of the customers so as helping them to leap out for improvement. Howard Schultz can be marked as a great innovator for he is the mastermind behind the companys partnership with Pepsi-Cola for launching bolted Frappuccino (Lin, 2012). He understand that customers always look out for something innovative that will help them come out of the same old thing; be its any dress, or goods or food. Lastly taking of the strategy adhered for the brand marketing; Starbucks made extensive use of the media for the promotion of its brand. From paper ads to social media; advertisement flooded for the promotion of the companys coffee and other products. It also joined hand serving the United Airlines and the Canadian airlines along with the chain hotels; all of which together added on more to its promotion and growth. References Dong, H. Guo, X. (2014). The Interaction between Market Sentiments in the U.S. Financial Market and Global Equity Market.IBR,8(1). https://dx.doi.org/10.5539/ibr.v8n1p1 Gonzalez, G. (2015). The Ritualization of Consumer Capitalism: Catherine Bell's Ritual Theory, Ritual Practice in the Age of Starbucks.Implicit Religion,18(1), 3-44. https://dx.doi.org/10.1558/imre.v18i1.21761 Haskova, K. (2015). Starbucks Marketing Analysis.CRIS - Bulletin Of The Centre For Research And Interdisciplinary Study,2015(1). https://dx.doi.org/10.1515/cris-2015-0002 Kim, H., Brorsen, B., Anderson, K. (2010). Profit Margin Hedging.American Journal Of Agricultural Economics,92(3), 638-653. https://dx.doi.org/10.1093/ajae/aap038 Lin, E. (2012). Starbucks as the Third Place: Glimpses into Taiwan's Consumer Culture and Lifestyles.Journal Of International Consumer Marketing,24(1-2), 119-128. https://dx.doi.org/10.1080/08961530.2012.650142 Mahobia, H. Jain, T. (2015). Starbucks: Adapting in the Indian Market.Indian Journal Of Marketing,45(8), 37. https://dx.doi.org/10.17010/ijom/2015/v45/i8/79919 Marburger, D. (2012).How strong is your firm's competitive advantage?. [New York, N.Y.] (222 East 46th Street, New York, NY 10017): Business Expert Press. Polo, E. Weber, W. (2010). Competitive Generic Strategies Evolution and the Importance of Michael E. Porter.REGE,17(1), 99-117. https://dx.doi.org/10.5700/rege389 Sindhwani, P. Ahuja, V. (2014). A Study of Online Co-Creation Strategies of Starbucks Using Netnography.International Journal Of Online Marketing,4(1), 39-51. https://dx.doi.org/10.4018/ijom.2014010104 Taylor, S. (2008). Starbucks Spreads the Spirit of Giving with CARE.Advertising Society Review,9(1). https://dx.doi.org/10.1353/asr.2008.0004 Vincenzo, L. (2012).How to make coffee so good you'll never waste money on Starbucks again. [United States]: Waterbury Publishers.