this is a key service elements question.

identify the cycle (failure, mediocrity, or success) most common to the Tim Horton'sandStarbucks industry?

so basically:

• Think about the nature of the coffee retailer business
• The customer interaction
• How quickly they want to serve you and get you out the door?
• How does that impact how the employee is engaged with you?
• How does their behaviour impact their business and the brand?