The last time Lia went shopping at Nordstrom's department store she had a very pleasant experience.When she entered Nordstrom's,she asked a sales associate named Sarah for assistance finding a pair of jeans,a pair of shorts,a skirt,and matching tops.Sarah enthusiastically agreed to help and treated Lia like royalty throughout her two-hour shopping trip.Sarah stayed with Lia the entire time she was in Nordstrom's and showed her a number of different styles of jeans,shorts,skirts,and tops.Sarah brought Lia additional items while she was in the fitting room and offered her advice on accessorizing her outfits.After the sale,Sarah thanked Lia for her purchases.Lia's experience at Nordstrom's is an example of which type of service encounter incident?
A) Recovery
B) Adaptability
C) Spontaneity
D) Believability
E) Coping

Question

Quizplus · Accepted Answer

Lia's experience at Nordstrom's is an example of a spontaneous service encounter incident. This is because Sarah went above and beyond to assist Lia with her shopping needs, without being prompted to do so. Sarah's enthusiasm and personalized attention to Lia's shopping experience is a prime example of spontaneous service.

The Last Time Lia Went Shopping at Nordstrom's Department Store