Sales Associates at Nordstrom Are Given a "Personal" Book to Keep

question 64

Multiple Choice

Sales associates at Nordstrom are given a "personal" book to keep track of customers' names,telephone numbers,height and weight,likes and dislikes (e.g.,color,style and texture preferences) and charge account numbers to help them become a personal shopper for the customer.In addition,sales associates have an open account to send thank-you notes or flowers to customers.By having a personal book and sending thank-you notes or flowers to customers,Nordstrom's sales associates are showing they care by emphasizing the _____ dimension to influence customer perceptions of Nordstrom's service quality.

• A) Reliability
• B) Responsiveness
• C) Assurance
• D) Empathy
• E) Tangibles

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Definitions:

Marginal Revenue Curve

A graphical representation that shows the change in total revenue resulting from selling one additional unit of a good or service.

Least-Cost Producer

A producer that can provide goods or services at the lowest possible cost, often due to advantages in technology, processes, or access to resources.

Covert Collusion

An implicit or indirect agreement among competitors to fix prices, limit supply, or divide markets, without explicit communication or a formal agreement.

Gentlemen's Agreements

Informal, non-binding agreements between parties based on honor and not legally enforceable.