CONTENT Abstract, Introduction and Background��...��.�P.3 Methodology��.P.3 Findings: Categorizing Data��...�..�P.4 � P.7 Quantitative Analysis��..��...P.7 � P.10 Conclusions.....��...��....�.P.11 Recommendations�..��..��................................................P.11 � P.12 Limitations..��..��.�.P.13 Appendices�.��...��P.14 � P. 22 References�...�...��..P. 23 ABSTRACT, INTRODUCTION AND BACKGROUND Second Cup is one of the most famous caf� franchisers in Canada . Millions of people enjoy the unique tastes of its various kinds of premium coffee and merchandize items. It is in fact the largest specialty caf� franchiser and the most widespread coffee shop in Canada. The branch that we have chosen to conduct the interview is located in a small shopping centre in North York, Toronto. As we have planned, we interviewed the two nodes of interaction name......

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