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Question: For each of the following services, give an example of a retailer for which providing the service is critical to its success and an example of a retailer for which providing the service is not critical:

(a) personal shoppers,

(b) home delivery,

(d) credit

Both Nordstrom and McDonald's are noted for their high-quality customer service, but their approaches to providing quality service are different. Describe this difference. Why has each of these retailers elected to use its particular approach?

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