1. What steps does Nordstrom take to implement its strategy of providing outstanding customer service?

2. How do these activities enable Nordstrom to reduce the gaps between perceived service and customer expectations, as described in Chapter 17?

3. What are the pros and cons of Nordstrom's approach to developing a competitive advantage through customer service?

Synopsis: Nordstrom is an upscale department store known for its superior customer service. The case details several aspects of Nordstrom's philosophy and strategy of providing superior customer service and demonstrates how customer service is the cornerstone as well as the primary source of Nordstrom's competitive advantage.