The impact of technology on the Starbucks experience. Issue 1 (10th April 2023)

• Record Type: Journal Article
• Authors: Akcam, Bahadir K
• Is Part Of: Journal of information technology teaching cases. Volume 13:Issue 1(2023)
• Page Start: 104
• Page End: 110
• Publication Date: 2023-04-10
• Subjects: IS strategy and alignment -- mobile app -- internet of things -- blockchain technologies -- machine learning -- business process change; Information technology -- Study and teaching -- Periodicals; Information resources management -- Study and teaching -- Periodicals; Information resources management -- Study and teaching; Information technology -- Study and teaching; Periodicals; Electronic journals; E-journal; 371.33405
• DOI: 10.1177/20438869221099305
• Languages: English
• ISSNs: 2043-8869

Abstract

This case explores the impact of technology on the consumer experience at Starbucks. It starts with an inquiry about why consumers choose Starbucks stores, even when traveling abroad. Consumer experience is a critical strategic goal for the company, and technology has become a driving force in enhancing it. Starbucks uses technologies such as the Starbucks Mobile App, associated rewards and card systems, internet of things enabled machines in the stores, blockchain technologies connecting stakeholders, and reinforcement learning technology to analyze all the data. Students study the role of these technologies in customer experience and explore different order processes.