If a Nordstrom Sales Associate Replaces Shirts at No Cost

question 40

Multiple Choice

If a Nordstrom sales associate replaces shirts at no cost to the client, it is an example of ____________.

• A)centralized decision-making
• B)service theft
• C)employee empowerment
• D)service sabotage
• E)rule setting

---

Definitions:

Cognitive Dissonance

The psychological discomfort experienced by an individual who holds two or more contradictory beliefs, ideas, or values at the same time.

Market Concentration

The extent to which a small number of firms dominate a particular market, often measured by the concentration ratio or Herfindahl-Hirschman Index.

Homogenous Marketing

A marketing strategy where a company treats the market as a uniform entity by offering the same marketing mix to all consumers.