OM_Zappos_011011 - Zappos Case Study RUNNING HEAD: ZAPPOS...

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Zappos Case Study 1 RUNNING HEAD: ZAPPOS CASE STUDY Zappos Case Study Helen Adams Rasmussen College Operations Management – MAN3504 Joe Caberto January 10, 2011 Zappos Case Study Zappos is taking internet shopping by storm. “The company sells a very large variety of shoes from nearly every major manufacturer and has expanded its offerings to handbags, apparel, sunglasses, watches, and electronics” (Collier & Evans, 2010, p. 18, ¶1). Zappos offers a unique customer benefit package. There are several benefits that Zappos that make up their customer benefit package. Primary Goods, Peripheral Service and Peripheral Goods are integrated within the customer benefit package and include the following:
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Zappos Case Study 2 The company provides free shipping both ways Zappos has a 365 day return policy Only products available in the warehouse are placed on the site The warehouse is open 24 hours a day The company is contactable 24 hours a day, 7 days a week The 1800 contact number is prominently placed on every page of the site
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This note was uploaded on 04/30/2011 for the course ECON 101 taught by Professor Smith during the Spring '11 term at University of Phoenix.

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OM_Zappos_011011 - Zappos Case Study RUNNING HEAD: ZAPPOS...

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