1. Dealing with dissatisfied and disgruntled customers is, perhaps, one of the greatest sources of conflict for...
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2. Using the assertiveness and cooperativeness dimensions that underlie the five conflict management styles, explain Nordstrom’s approach to customer service and customer relationship management.
3. Drawing on your answer to the preceding question, discuss the advantages and disadvantages of the conflict management approach that seems to characterize Nordstrom’s approach to customer relationship management.
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Organizational Behavior Science The Real World and You
ISBN: 978-1111825867
8th edition
Authors: Debra L. Nelson, James Campbell Quick
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