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The Service Design of Coffee

Cheers had it right. It wasn’t about the drinks or the prices. It’s right there in the theme song; “you want to go where everybody knows your name.” That is why people went there in the universe of the show. The place didn’t have to have the best beer, or the cleanest tables, or friendliest employees. In fact, it was often the opposite. But they provided the thing that matters, the giving people a good feeling. It gave people...