Question: Assignment 5Key Service Elements In this assignment we are looking at two companies that hopeful...

Assignment 5Key Service Elements

In this assignment we are looking at two companies that hopefully you are familiar with: Tim Horton's and Starbucks. They are in the same industry but have different service cultures.

For this assignment, you are planning a service delivery team for each of the two companies.

Step 1.

Review the cycles of failure, mediocrity, and success in human resources for service firms. What cycle do you think is most common to this industry (food service coffee)? Why do you think that? Can you find any evidence/research? Examples?

Step 2.

Looking at Starbucks and Tim Hortons - Explain how each company motivates and energizes talent, based on staff engagement. Why do you think this is true? Can you find any evidence/research? Examples?

Step 3.

Review the Service Talent Cycle for Service Firms. We know that part of a companys success in enabling their people often involves training.

Looking at Starbucks and Tim Hortons - explain what training they offer their employees? What other training do you think they should provide?

How do you think this would improve the service that customers receive? Can you find any evidence/research? Examples?

Step 4.

Tell me, where would you rather work and why? Where would you rather get your coffee and why?