Spector, Robert,  1947- <br/><br/>
The Nordstrom way to customer service excellence :  a handbook for implementing great service in your organization / 
Robert Spector and Patrick McCarthy 
 - Hoboken, N.J. :  John Wiley & Sons,  2005 
 - xviii, 270 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. 263) and index 
<br/><br/><label>ISBN: </label>0471702862 (pbk. : alk. paper)  RM64.12 
<br/><br/><label>Subjects--Corporate Names: </label><br/>Nordstrom (Firm)--Management
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--United States--Handbooks, manuals, etc<br/>Department stores--Management--United States