Herberger's Case Study

1881 Words 8 Pages
Introduction Herberger’s is an extremely well-known retail store with locations all over the country, 260 operating stores to be exact. In Nebraska alone, there are five different locations. Including: Kearney, Hastings, North Platte, Norfolk, and Scottsbluff. According to the official Herberger’s website, Herberger’s operates in 24 states in the United States. Herberger’s also operates under the department names, Bon-Ton, Boston Store, Bergner’s, Carson’s, Elder-Beerman, and Younkers (para. 1&2). These retail department stores offer a wide variety of well-known brands and fashion types to accommodate all men, women, and children. They also offer several brands for home décor and cosmetics.
Cause of Disappointment I have always enjoyed shopping at Herberger’s, as they have such an assortment of items to choose from and their inventory is extremely high quality for the price. However,
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1). The service theater framework gives guidelines for companies to follow in order to meet customer satisfaction, as defined above. If the associates who assisted me would have followed this system, the areas they failed my service experience in would have never occurred. Because of the poor experience I was involved with, I cancelled by card through them and will not be back. To start with the setting and actors (associates) would be a great aspect to improve on. As I said in the beginning, Herberger’s sells highly quality items for a great price, which I always appreciated. I was very happy with the dress shirts I purchased, but the customer service I received caused the experience to be unpleasant, which in the end will have a large impact on them, as I will not shop at a store where the associates do not put the satisfaction of the customer

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