What makes a café cozy? Insights from one family-owned shop

This work analyzes the service operations of a high-volume specialty coffee café, where customer experience, atmosphere, and routine social interaction play an important psychological role in comfort, familiarity, and daily well-being. Applying the 5Vs model, performance objectives, and service process analysis, it integrates staff surveys and customer flow observations to identify inefficiencies related to layout, product variety, and resource allocation. Findings indicate that targeted process redesign, balancing operational standardization with customer experience, can improve flow, reduce wait times, and support scalability without undermining the café’s distinctive identity.