Challenge Case Summary
In order for Tony Hsieh, the Zappos chief executive officer mentioned in the Challenge Case, to maintain a culture emphasizing customer service that exceeds expectations, he must understand the fundamental concepts of organization culture. He must also realize that in building this focus, he is actually attempting to build shared values within Zappos so that organization members view “delivering WOW” as a critical organizational activity. Ultimately, building and maintaining such a customer service culture at Zappos could help the company stay popular and profitable in the demanding retail industry. This culture can serve such useful and valuable functions at Zappos as enhancing company productivity, becoming part of ...
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