References
1 Stevenson, R.W. (1989). Watch out Macy’s, here comes Nordstrom. New
York Times, 27 August, 34.
2 Gillian, M. (1991). First Boston Equity Research Report, 28 October, 5.
3 Interviews at Reebok.
4 Parpia, M. (1991). Nordstrom, Harvard Business School case study,
Harvard Business School Case Services, Cambridge, MA, February, 15.
5 Interviews at Reebok.
6 Parpia, op. cit., 23.
7 Hamilton, J.O’C. and Dunkin, A. (1987). Why rivals are quaking as
Nordstrom heads east. Business Week, 15 June, 99–100.
8 Gillian, op. cit., 4.
9 Interviews at Nordstrom, Seattle, November 1991.
10 Ibid.
11 Schwadel, F. (1989). Courting shoppers: Nordstrom’s push east will test
its renown for the best in service. Wall Street Journal, 1 August.
12 Ibid.
13 Interviews at Nordstrom.
14 Parpia, op. cit., 23.
15 Gillian, op. cit., 2, 4.
16 Interviews at Reebok.
17 Schlesinger, L. and Hafkett, J. (1991). The service-driven service
company. Harvard Business Review, September/October, 75. Also see
Reicheld, F. and Sasser, W.E. (1990), Zero defections: Quality comes to
service. Harvard Business Review, September/October, 10.
18 Interviews at Nordstrom, San Francisco region, Spring 1988.
19 Interviews at Nordstrom, November 1990.
20 Interviews at Nordstrom, Spring 1988.
21 Interviews at Nordstrom, November 1991.
22 Ibid.
23 Ibid.
24 Interviews at Nordstrom, Spring 1988.
25 Ibid.
26 Ibid.
27 Gillian, op. cit., 3.
28 Interviews at Nordstrom, November 1991.
29 Ibid.
30 Ibid.
31 Interviews at Nordstrom, November 1991.
32 Ibid.
33 Schwadel, op. cit.
34 Faludi, S. (1989). At Nordstrom Stores, service comes first – but at a big
price. Wall Street Journal, 1 August.400 Relationship Marketing