Customer Service at Nordstrom

Firstly, Nordstrom has a clear understanding that the quality of the services might impact the loyalty of the customers (Nelson & Quick, 2013). In this instance, the company views customers as individuals while discovering the return cases to avoid misconceptions and complying the service quality with the company’s initial values (Nelson & Quick, 2013). It utilizes the online feedback system to assure exceptional quality and avoid the occurrence of conflicts. It could be discovered as an appropriate approach, as the customers do not tend to complain, as their needs are satisfied rapidly due to the high responsiveness of the employees and sufficient monitoring of changes in demands.

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It could be suggested that Nordstrom utilizes the accommodating method to resolve a conflict, as the management tends to highlight the customers’ needs as a priority. In this case, this managerial style implies considered the needs, wants, and demands of the second party while not highly focusing on the sufficient meeting of the organizational aims (Nelson & Quick, 2013). This approach tends to exist due to the consideration of the customers as a core value of the services while minimizing the presence of the conflicts. Despite the prioritization of the customers, the company remains a leader in the market due to improved customer loyalty.

Firstly, the advantage is the maintenance of the company’s image at a sufficient level due to the increasing customers’ loyalty. The organization creates a perception of the institution with exceptional service. A combination of these factors can be viewed as a driver of the company’s revenues. Nonetheless, one of the weaknesses is a high dependency on customer’s opinions, as the company is not able to become a definer of the flow of the trends in the industry.


Nelson, D., & Quick, J. (2013). Organizational behavior: Science, the real world, and you. Mason, OH: South-Western Cengage Learning.

Rahim, M. (2010). Managing conflict in organizations. London, UK: Transaction Publishers.

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