Cases
Zappos Doesn’t Sell Shoes—It “Delivers WOW”
“Zappos Doesn’t Sell Shoes—It ‘Delivers WOW’” (p. 368) and its related Challenge Case Summary were written to help you better understand the management concepts contained in this chapter. Answer the following discussion questions about the Challenge Case to better understand how concepts relating to organization culture be applied in a company such as Zappos.
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16-4. When Tony Hsieh came on board at Zappos, what first step would you have advised him to take to establish the customer-focused organization culture? Why is this the first step you would have recommended?
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16-5. Based on the information ...
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