Strategic Services Marketing

Order 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
%. Responsiveness – willingness to help customers and provide prompt service

and the three P (People, process and Physical evidence

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