Empowering Workers Exploring Examples And Term Paper

There is also the stories that border or urban legend of how Nordstrom employees will go to competing stores to get the exact pair of shoes and size a customer requires. The Nordstrom's culture thrives on these success stories and has as part of its mission and values statement the infusing of empowerment in every employee. This "whatever it takes" attitude to customer service is the gold standard in retailing, with only a select few retailers globally able to match Nordstrom's ability to deliver consistent and exceptionally high levels of customer service. References

Aguirre, Calderone, Jones (2004) -10 Principles of Change Management. Resilience Report, Booz, Allen Hamilton. New York, NY. Accessed from the Internet on June 17, 2007: http://www.strategy-business.com/resilience/rr00006?pg=all

CRMBuyer.com (2007) - the Revolution Your Customers Want. CRMBuyer.com. Louis Columbus. May 18, 2007. Accessed...

...

August 17, 2006. Glenn Ross. Accessed from the Internet on June 16, 2007 from location:
http://www.allbusiness.com/sales/customer-service/3876268-1.html

Gore (1990) - World Class Courtesy: A Best Practices Report. Al Gore, Vice President of the United States. Accessed from the Internet on June 16, 2007 from location:

http://govinfo.library.unt.edu/npr/library/papers/benchmrk/courtesy/book.pdf

Kappelman, L. And Prybutok, V. (1995), Empowerment, motivation, training, and TQM program implementation success, Industrial Management, May/June, pp. 12-15.

Ransom, J.W. (1994) - Empowerment leads to competitive success, National Productivity Review, Summer, pp. 321-5.

Sources Used in Documents:

References

Aguirre, Calderone, Jones (2004) -10 Principles of Change Management. Resilience Report, Booz, Allen Hamilton. New York, NY. Accessed from the Internet on June 17, 2007: http://www.strategy-business.com/resilience/rr00006?pg=all

CRMBuyer.com (2007) - the Revolution Your Customers Want. CRMBuyer.com. Louis Columbus. May 18, 2007. Accessed from the Internet on June 16, 2007 from location:

http://www.crmbuyer.com/story/57444.html

Four Seasons (2006) - Employee Empowerment Contributes to the Customer Service Experience. August 17, 2006. Glenn Ross. Accessed from the Internet on June 16, 2007 from location:
http://www.allbusiness.com/sales/customer-service/3876268-1.html
http://govinfo.library.unt.edu/npr/library/papers/benchmrk/courtesy/book.pdf


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