Strategic Services Marketing:
Description:
Critically analyse the customer service at Nordstrom.
Discuss in detail the various initiatives which Nordstrom has adopted to improve its customer centricity.
Logic and Reasoning:
Identification & Discussion Pertinent Issues
Analysis of Issues; Technical/Conceptual Underpinning:
Uses relevant theoretical techniques and frameworks to support the critical analysis of the case material.
(Detailed use of 2 frameworks/ concepts)
The two Frame works I would like to use is:
SERVQUAL – five dimensions of Service Quality
1. Reliability – Ability to perform the promised service dependable and accurately
2. Assurance – Knowledge and Courtesy of employees and their ability to inspire trust and confidence
3. Tangibles – Physical facilities, equipment and appearance of employees
4. Empathy -caring, individualised attention the firm provides its customers
5. Responsiveness – willingness to help customers and provide prompt service and the three P (People, process and Physical evidence)