The Nordstrom way to customer service excellence : a handbook for implementing great service in your organization - Spector, Robert, 1947-; McCarthy, Patrick D. (Hoboken, N.J. : John Wiley & Sons, 2005)
Includes bibliographical references (p. 263) and index
Keywords: Nordstrom (Firm) -- Management; Customer services -- United States -- Handbooks, manuals, etc; Department stores -- United States -- Management