Comparing Servicescapes of Dunkin Donuts and Starbucks in NYC


You are to visit and analyze two business that offer similar products/services – Dunkin Donuts and Starbucks in NYC. The comparative analysis should be based on the Mary Jo Bitner model of servicescapes ( ) and should not only identify the environmental dimensions (ambient conditions, space/function, signs, symbols), of the business, you should indentify yourself as the customer and relate your responses (cognitive, emotional, and psychological) to the Dunkin Donuts and Starbucks. Respond to each of the subdivisions listed under environment dimensions. This report should conclude which environment as a customer you prefer while indentifying the specific elements of your experience which have influenced your preference.


Dunkin Donuts and Starbucks both offer excellent flavors of coffee to the public. Dunkin Donuts was started in 1956 whereas Starbucks was started in 1950.  The design of buildings differs remarkably and has by these defined the kinds of patrons that pay visit to them.