As shown in the Chapter 4 Opening Case, Starbucks was unable to control the quality of its experience across the thousands of its stores and hence lost its differentation.

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The Chapter 4 Opening Case describes how Starbucks struggled to maintain its differentiation due to its inability to maintain consistent quality across all its stores. This resulted in a loss of customer loyalty and a decline in sales.

As Shown in the Chapter 4 Opening Case, Starbucks Was