Customer Service at Nordstrom: A Way to Mitigate Potential Conflict - Case Study Example

The paper provides a descriptive analysis of the benefits and disadvantages of the conflict management approach of Nordstrom and ends with suitable recommendations based on the analysis. The concept of customer service is considered as one of the most efficient tools for gaining a competitive advantage in the current business strategies. Kincaid (2008) defined customer service as the process of value addition for retention of customers. Bearden & Teel (2007) expanded this definition by adding that customer service can be developed by providing the customers what they need, adding extra value to the products and services and attending to their concerns.

Carpenter & Fairhurst (2009) noted that customers need the feeling of belongingness for being loyal towards a brand. The case considered in this essay refers to the customer service process of renowned US fashion retailers Nordstrom. Nordstrom’s history began in the year 1901when Carl. F. Wallin and John W. Nordstrom opened their first shoe store in Seattle named as Wallin & Nordstrom (nordstrom.com, 2014). The business expanded rapidly as three sons of Nordstrom joined the business and took over from Wallin and Nordstrom.

Nordstrom came into existence in the year 1973 as their sales touched the figure of $100 million (nordstrom.com, 2014). However, it is not the market success that enhanced the brand value of Nordstrom rather it is their customer service. The entire service structure of the company is being developed for simplifying the shopping experience for the customers and also building sustainable brand loyalty (Anderson & Kerr, 2009). This essay will focus on analyzing the concept of customer service adopted by Nordstrom and analyze the conflict management approach of Nordstrom.

Nordstrom’s customer service is mainly based on the co-operative dimension of the conflict management model. The