Question

(a) In about four sentences, summarize the Ethical Dilemma case presented at the end of Chapter 6. (b) How do quality and ethics enter into these cases? (c) Who do you think was at fault? Justify your position with logical argument; (d) What was the final outcome of the case (financially speaking)?

ETHICAL DILEMMA

A lawsuit a few years ago made headlines worldwide when a McDonald's drive-thru customer spilled a cup of scalding hot coffee on herself. Claiming the coffee was too hot to be safely consumed in a car, the badly burned 80- year old woman won $2.9 million in court. (The judge later reduced the award to $640,000.) McDonald's claimed the product was served to the correct specifications and was of proper quality. Further, the cup read "Caution- Contents May Be Hot." McDonald's coffee, at 180 degrees, is substantially hotter (by corporate rule) than typical restaurant coffee, despite hundreds of coffee scalding complaints in the past ten years. Similar court cases, incidentally, resulted in smaller verdicts, but again in favor of the plaintiffs. For example, Motor City Bagel Shop was sued for a spilled cup of coffee by a drive-thru patron, and Starbucks by a customer who spilled coffee on her own ankle.

Are McDonald's, Motor City, and Starbucks at fault in situations such as these? How do quality and ethics enter into these cases?

Answer 1

Answer

Indeed, I do not believe like in these different cases Mcdonald's, Motor City and Starbucks are at fault. Any time I bought a cup of coffee or hot chocolate for me or my children there was always a sign on the cup warning that "the substance might be sweet." So that is best and this is what the position of the chain is supposed to say, even though it would be common sense. This is their duty to carry on the goods being bought to the consumer. The only reason any blame should be put on the store location or employee is whether the cup and/or lid is missing, faulty or not properly secured onto the cup. I sincerely agree that consumers who want to dine out should have hot drinks put in a cup that is more robust than consumer dining to have greater service and ethics. To be able to have the brewing temperature on request is important for the associates.

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