Nespresso has been described as ‘Starbucks without the drive’. It supplies coffee machines that brew coffee from capsules, or pods, for home or professional use. The company is an autonomous globally managed business within the Nestlé

Group. With corporate headquarters in Lausanne, Switzerland, Nespresso is present in over 60 countries and counts over 12,000 employees worldwide. The company offers its ubiquitous coffee-filled capsules and machines for brewing espresso, latte and cappuccino one cup at a time, boasting on its website that ‘the world’s best café is in your home’. Investigate Nespresso and

(a) explore how the company uses the concepts of experience-based service and ‘servitization’ to promote its offerings, and

(b) how it tries to fulfil its social and environmental responsibilities.