ABSTRACT

Nordstrom has been one of the most successful retailers in recent years based on its tradition of outstanding customer service. This case describes the management practices that have shaped the customer-oriented culture of Nordstrom and contributed to its success. The human resource management activities that produce its highly motivated sales force are particularly emphasized. Yet, not all employees at Nordstrom have reacted positively to its management practices. A number of employees have viewed the company as being unfair and unethical in its dealings with them. Dissatisfied employees have even organized a unionization campaign. An interesting feature of the case is the positive and negative perceptions of current and former employees to “the Nordstrom Way.”