online innovations as well as to keep up with the insatiable consumer demand for online novelty. The firm's reputation for customer service appears to be intact in that regard.
Social Forces. Customers would be e The fact that Nordstrom is known for its emphasis on customer service suggests that its managers have sensitivity to cultural cues. Reference has been made to Nordstrom's beneficial diversity policy. However, the demographics of the employee pool could potentially bring pressure to bear on the company. Spector and McCarthy cite a 1989-1990 dispute with a union representing employees in the Seattle area. The chief issue was "competition for shifts among salespeople" who experienced pressures to increase sales, not least by encouraging in-store competition between sales employees (p. 123). The fight with the union came down to disagreements over working conditions, and although the ultimate result was a vote to decertify the union involved, top managers had to concede: "Let the future generations know that if they don't treat people ri
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