Tim Hortons Executive Summary

485 Words1 Page

Richelieu and Korai state that the idea of customer satisfaction, through a pleasant consumer experience, positively impacts the customer judgment (2014). Tim Horton has been able to create an experience that appeals to many consumers as they become the world’s third-largest quick service restaurant ("About the Coffee Partnership", 2016) enabling the company to increase its profitability and market shares (Lai, Griffin & Babin, 2009). Tim Horton over their 50 years has taken into account the importance of delivering a quality good experience to their customer because they are aware that consumers are not longer making solely based on functional attributes (price and size) (Chen & Hsieh, 2010), but the intangibles activities that the consumers pay to spend time enjoying a series of memorable events that the company stages in their coffee shops to engaged them in a personal way (Richelieu & Korai, 2014). …show more content…

Jackieth shared her experience on every Cup Tells a story website stating:

[…] They treat me like family! The team are always fast, polite, caring, accurate and deliver this all with a smile. I have been passing by this location for 8 years and the service is always consistent and efficient. Often when you are starting your day you are faced with just another day of work, traffic, weather, stress or whatever you have ahead of you, and it's such a pleasure to get a Timmy's complete with a pleasurable experience and a smile to get you started off in the right frame of mind! (2015).

Jackieth’s experience for the last 8 years shows Tim Hortons’ reliability is consistent and efficient service by treating her like family, therefore creating loyalty and satisfaction towards the brand and products they provide, in addition her experience evokes happiness and joy, as the coffee appears to evoke moments of pure pleasure, enabling her to remain calm in the face of daily

More about Tim Hortons Executive Summary

Open Document