Applied Scenario Assignment OB

OBR250- Organizational Behaviour Case



Please go to Pg262 textbook (Organizational Behaviour_Text book Dec 10 2020)

14.1 Building a Customer Service Culture: The Case of Nordstrom


Case Report:

  1. Read the case scenario entitled “Building a Customer Service Culture: The Case of Nordstrom” at the beginning of chapter 14 of your text. Think about the course content and how it applies to the case and each question; this will take researching back through the text and class lectures. Be sure to relate questions back to the concepts/theories/research you learned in OBR250.
  • Write up the responses in one document with a maximum of 12 pages DOUBLE SPACED containing:
    • A title page with your full name (as it appears in blackboard) on it. The title page is NOT included as one of your 12 pages.
    • The case questions followed by answers to each of the case questions, using full sentences, proper grammar, and spelling. Be sure to tie all answers back to concepts, theories, and processes learned in class.

Plagiarism: For this assignment, you are only allowed to use the OBR250 Fall 2019 course text and notes as a resource – any other reference to, or ideas taken from, any other material are strictly prohibited for this assignment. If any content or ideas are taken from any other sources aside from the class text or notes, this constitutes plagiarism and you will received a zero on the assignment. For further information of Seneca’s plagiarism policy (which you are required to adhere to) please go here:   Safe assign will be used to detect any plagiarism


All questions should be answered in relation to the case scenario entitled “Building a Customer Service Culture: The Case of Nordstrom” at the beginning of chapter 14 of your text. You should draw on the relevant chapters in your text to answer the questions.

Read the case “Building a Customer Service Culture: The Case of Nordstrom” at the beginning of chapter 14 of your text”. You are the newly hired organizational consultant hired to help Nordstrom with their organizational culture. They feel they are doing a great job, but want to enhance things further. They want to be the very best go to retailer, and they know an innovative, positive culture will help this. You did all your background work and you have your first meeting with them to answer their questions. Here are there questions below. Please answer each one of them, using full sentences.

Question 1: How would you describe our culture here at Nordstrom?  In your answer, be sure to draw on the 6 dimensions of culture and provide a rating of “low” or “high” on where you think the organization falls on all 6 dimensions, describing your rationale for each rating. (from chapter 14)

Question 2: What suggestions do you give us here at Nordstrom for maintaining and evolving the organizational culture that has contributed to its success? (from chapter 14)

Question 3: We want to make our culture a lot more innovative but we aren’t sure how to do this. Can you please outline the steps you would take to help us make our culture more innovative, including specific examples at each step? (from chapter 14)

Question 4: These ideas are great, but you need to influence our CEO to adopt them. When you go to meet with our CEO, what influence tactics will you use to convince them and why? Write out a sample ‘script” (just a written few paragraph on what you would say) for how you plan to convince them to adopt the steps you wrote in question 4. (from chapter 13)

Question 5: Drawing on what you learned about leadership in this course, what leadership style do you recommend the front-line Managers at Nordstrom use to motivate their teams during this change? Why did you choose this style and what outcome will it have? What style do you recommend the executive leadership team demonstrate and why? (chapter 12)

Question 6: What communication issues do you think Nordstrom will face when implementing their culture change, and how do you propose they address them?  (chapter 8)

Grading Criteria

Marking SchemePossible Marks
The answer to each of the 6 scenario questions with the use of critical thinking and provides an analysis that integrates concepts and terminology from the text and class notes.   Each scenario question is worth 10 points   Will be graded on: Identification and understanding of the issuesAnalysis of topic issues and supporting evidence.Rich in both subject matter and critical thinking. Insightful. Compelling arguments supported using a variety of sound resources.Fully covered; no factual errors; demonstrates clear understanding of topicConcrete and specific recommendations60
Your ability to write in proper essay form i.e. grammatically correct sentences, error-free spelling, organization and clarity of thought Your ability to write in proper essay form. i.e. grammatically correct sentences, error-free spelling, organization and clarity of thought.  Paragraphs are used correctly to organize ideas. Unified, cohesive document: Logical flow of ideas, consistent style. Proper referencing of the textbook and in-class notes throughout.  This includes: consistent and appropriate use of in-text citations, a Works Cited page included at the end, and MLA format. Logical flowKey concepts are consistent Logical conclusions are made10
TOTAL70 points (worth 30% of final grade)

Research Paper 101
Calculate your paper price
Pages (550 words)
Approximate price: -

Reasons to trust Research Paper 101

On Time Delivery

We pride ourselves in meeting the deadlines of our customers. We take your order, assign a writer but allow some more time for ourselves to edit the paper before delivering to you. You are guaranteed a flawless paper on a timely manner...

24x7 Customer Live Support

Our team at Research Paper 101 is committed to handling your paper according to the specfications and are available 24*7 for communication. Whenever you need a quick help, you can talk to our writers via the system messaging or contact support via live chat and we will deliver your message instantly.

Experienced Subject Experts

Online Experts from Research Paper 101 are qualified both academically and in their experiences. Many are Masters and Phd holders and therefore, are qualified to handle complex assignments that require critical thinking and analyses...

Customer Satisfaction

We offer dissertation papers as per students’ wishes. We also help craft out the best topics and design concept papers. By ordering with us, you are guaranteed of defending and making through those hard faced professors in the defense panel!

100% Plagiarism Free

We at Research Paper 101 take plagiarism as a serious offence. From the start, we train our writers to write all their papers from scratch. We also check if the papers have been cited appropriately. Our website also has a tool designed to check for plagiarism that has been made erroniusly. In essense, the paper you get will be 100% legit...

Affordable Prices

We understand that being a student is very challenging, some students balance between work and studies in order to survive. We therefore offer pocket friendly rates that are very competitive in the market.

Try it now!

Calculate the price of your order

Total price:

How it works?

Follow these simple steps to get your paper done

Place your order

Fill in the order form and provide all details of your assignment.

Proceed with the payment

Choose the payment system that suits you most.

Receive the final file

Once your paper is ready, we will email it to you.

Our Services

No need to work on your paper at night. Sleep tight, we will cover your back. We offer all kinds of writing services.


Essay Writing Service

No matter what kind of academic paper you need and how urgent you need it, you are welcome to choose your academic level and the type of your paper at an affordable price. We take care of all your paper needs and give a 24/7 customer care support system.


Admission Essays & Business Writing Help

An admission essay is an essay or other written statement by a candidate, often a potential student enrolling in a college, university, or graduate school. You can be rest assurred that through our service we will write the best admission essay for you.


Editing Support

Our academic writers and editors make the necessary changes to your paper so that it is polished. We also format your document by correctly quoting the sources and creating reference lists in the formats APA, Harvard, MLA, Chicago / Turabian.


Revision Support

If you think your paper could be improved, you can request a review. In this case, your paper will be checked by the writer or assigned to an editor. You can use this option as many times as you see fit. This is free because we want you to be completely satisfied with the service offered.