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.

Question

Quizplus · Accepted Answer

The personal book and thank-you notes/flowers demonstrate empathy, as sales associates are showing they care about the customer and their preferences.

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