Author Question: The oft-told story of the Nordstrom customer who returned a set of tires: (Read 462 times)

CQXA · **on:** Mar 30, 2020

Question 1

Examples of associated value include:
◦ product cost.
◦ product reliability or durability.
◦ how reliably a web site stays up and running.
◦ the experience of dealing with the company.

Question 2

The oft-told story of the Nordstrom customer who returned a set of tires:
◦ illustrates positive ripple effects that can come from a service tale becoming a legend.
◦ reflects poorly on the manager since Nordstrom doesn't even sell tires.
◦ reinforces the need to maintain management control on what employees give away.
◦ shows how irrational some customers are.

ansleighelindsey · **Reply #1 on:** Mar 30, 2020

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