Discusses the practices of the family‐owned Nordstrum company, an American firm which maintains the philosophy of customer service through its sales associates, offering the best service, selection, quality and value. Outlines the company history and structure and details its policy towards employees.
Wells Miller, B. (1992), "Service with a smile", Managing Service Quality: An International Journal, Vol. 2 No. 2, pp. 103-105. https://doi.org/10.1108/09604529210029146
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