Enfranchisement of Service Workers
通过诺德斯特龙销售员帮助顾客解决竞争对手处购买的不合脚鞋子的案例，展示了服务人员如何通过自主决策提升客户忠诚度，对服务管理和营销实践有启发。
The customer pointed out to the Nordstrom salesperson that she had bought a pair of shoes at Bloomingdales (a competitor) that were too small for her. She liked the style, but Bloomingdales didn't have her size. After being fitted with the same shoe of the proper size, the customer started to pay for the shoes. The salesperson instead suggested that she merely take the too-small shoes in exchange for the new purchase. When the customer reminded the salesperson that she hadn't bought the first pair at Nordstrom, the salesperson said to her, “If I take these shoes for you, you won't have any reason to return to Bloomingdales.”