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Acceptance of Average

Macy’s is in the news – and it’s not good news. It was reported on Wednesday that Macy’s is closing 68 stores and cutting more

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Incorporate essence into function

An observation: While employees consistently execute the mandatory job functions (duties/tasks) for which they are paid, they inconsistently demonstrate the voluntary job essence (service behaviors)

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The power of the frontline

Last night, my 10-year-old son, Cooper, and I swung by Park Meadows Shopping Center following his basketball practice in order to purchase an umbrella as

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Unique knowledge adds value

Note to reader: Even I’m tired of reading about Nordstrom’s customer service, but there’s a reason its service is heralded. I recently stopped by the

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