1) How valuable was Norma to Filene’s Basement? What value did she provide to the retailer?

2) How valuable was Filene’s to Norma? What value did it provide in her life?

3) How would you characterize Norma’s relationship with Filene’s Basement? What type of relationship did she have? What are its rules of engagement? How did those rules emerge and change over time?

4) Trace the trajectory of Norma’s relationship with Filene’s Basement. What were the critical inflection points in the relationship and how did they shape the type of relationships that emerged and its value to Norma and to the company?

5) Should Filene’s Basement have fired Norma? Why or why not? If yes, on which grounds? If no, what else could Filene’s Basement have done?

Answer preview

Norma’s Value to Filene’s Basement

Norma’s loyalty and values were evident in some several aspects. One of the values she had in Filene’s basement was that she had brought a lot of customers from elsewhere to be purchased at their stores. Secondly, she was purchasing goods in bulk for a long period of time which meant that she was a loyal customer to them (Fournier, & Avery, 2011). She had also given countless favors to the store’s employees during her purchasing period…

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