If a Nordstrom sales associate replaces shirts at no cost to the client, it is an example of ____________.
a. centralized decision-making
b. service theft
c. employee empowerment
d. service sabotage
e. rule setting
Answer: C
If a Nordstrom sales associate replaces shirts at no cost to the client, it is an example of ____________.
a. centralized decision-making
b. service theft
c. employee empowerment
d. service sabotage
e. rule setting
Answer: C