Sales associates at Nordstrom are given a "personal" book to keep track of customers' names, telephone numbers, height and weight, likes and dislikes (e.g., color, style and texture preferences) and charge account numbers to help them become a personal shopper for the customer. In addition, sales associates have an open account to send thank-you notes or flowers to customers. By having a personal book and sending thank-you notes or flowers to customers, Nordstrom's sales associates are showing they care by emphasizing the ________ dimension to influence customer perceptions of Nordstrom's service quality.
A. Tangibles
B. Assurance
C. Reliability
D. Empathy
E. Responsiveness
Answer: D
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What will be an ideal response?
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a. Vertical b. Horizontal c. Normal d. Absolute
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