Questions from Retail Management

Q: Both Nordstrom and McDonald's are noted for their high-quality customer

Both Nordstrom and McDonald's are noted for their high-quality customer service, but their approaches to providing quality service are different. Describe this difference. Why has each of these reta...

Q: Consider customer service at IKEA. How does this retailer utilize a

Consider customer service at IKEA. How does this retailer utilize a self-service model to gain a competitive advantage over traditional furniture stores?

Q: Assume you're the department manager for menswear in a local department store

Assume you're the department manager for menswear in a local department store that emphasizes empowering its managers. A customer returns a dress shirt that's no longer in the package in which it was...

Q: Consider a situation in which you received poor customer service in

Consider a situation in which you received poor customer service in a retail store or from a service provider. Did you make the store’s management aware of your experience? To whom did you relay this...

Q: Gaps analysis provides a systematic method for examining a customer service program's

Gaps analysis provides a systematic method for examining a customer service program's effectiveness. Top management has told an information systems manager that customers are complaining about the lo...

Q: What do off-price retailers need to do to compete against

What do off-price retailers need to do to compete against other formats in the future?

Q: How can retailers provide high-quality personalized service? Use an

How can retailers provide high-quality personalized service? Use an optometrist’s office that also sells eyeglass frames and fills prescriptions for contact lenses as your example. How does this retai...

Q: Consider a recent retail service experience you have had, such as

Consider a recent retail service experience you have had, such as a haircut, doctor’s appointment, dinner in a restaurant, bank transaction, or product repair (not an exhaustive list), and answer the...

Q: Why do some customers have a low or negative CLV value?

Why do some customers have a low or negative CLV value? What approach can retailers take with these customers to minimize their impact on the bottom line?

Q: A department store’s maintained markup is 38 percent, reductions are $

A department store’s maintained markup is 38 percent, reductions are $560, and net sales are $28,000. What’s the initial markup percentage?