7. Explain the merits of Publix’ employee stock ownership plan.
Publix’ ESOP plan encourages workers to work harder because a good part of their wealth is
8. Describe how employee stock ownership, stock options, and profit sharing can be effectively
used as employee incentives.
Employee stock ownership, stock options, and profit sharing can be effectively used as
employee incentives via
1. Describe how an apparel retailer could properly empower its employees.
An apparel retailer could properly empower an employee through
• Enabling the employee to correct consumer concerns relating to service recovery
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2. Why do too few retailers empower their employees?
Retailers do not empower their employees for variety of reasons:
• The desire to tightly control employees.
3. Develop of listing of “little things that add up to become a lot” for a local dry cleaner.
“Little things that add up to become a lot” for a local dry cleaner include
• Replacing broken or missing buttons on a shirt at no additional cost.
4. Devise a clearly articulated service experience statement for a conventional supermarket.
The conventional supermarket’s service experience statement should include the following
elements:
• A no-exceptions money-back guarantee on all private label merchandise.
5. How can an apparel retailer making its shopping experience a fun experience for its
shoppers?
An apparel retailer can make its shopping experience a fun experience for its shoppers
through
• Implementing fashion shows.
6. What are the pros and cons to a retailer’s offering liberal money-back guarantees?
Pros to a retailer’s offering liberal money-back guarantees include
• Increased awareness of problems with vendors, specific models, customer difficulties
in understanding directions.
7. How can a Web-based retailer maximize a customer’s service experience?
A Web-based retailer maximizes a customer’s service experience through
• Having images that accurately portray a product’s color, size, and features.
8. What can Web-based retailers learn from the service experience offered at Amazon.com?