The Nordstrom Department Store Chain Emphasizes the Great Lengths to Which

question 81

Multiple Choice

The Nordstrom department store chain emphasizes the great lengths to which it goes in customer service. In fact, when it moves into a mall, all the other stores have to improve their own models of customer service. How is Nordstrom using norms?

• A) to clarify role expectations
• B) to emphasize the organization's important values and identity
• C) to create cohesiveness
• D) to help the group survive
• E) to help individuals avoid embarrassing situations

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Definitions:

Residual Income

The amount of income that an entity has after all costs and expenses, including the cost of capital, have been deducted.

Return On Investment

A measure of the profitability of an investment, calculated by dividing the gain from the investment by the cost of the investment.

Combined Margin

A metric that combines multiple types of profit margins (such as gross, operating, or net margin) to assess overall performance.

Contribution Margin Ratio

The percentage of sales revenue remaining after variable costs are deducted, indicating how much contributes to fixed costs and profit.