Get help now

Small Business Management

  • Pages 2
  • Words 341
  • Views 274
  • dovnload

    Download

    Cite

  • Pages 2
  • Words 341
  • Views 274
  • Academic anxiety?

    Get original paper in 3 hours and nail the task

    Get your paper price

    124 experts online

    Small business management
    10am -12pm

    Zappos case study

    Case Questions for Discussion

    1.
    Draw and describe the customer benefit package that Zappos provides. Identify and describe one primary value creation, one support, and one general management process you might encounter at Zappos. (A)

    General Management Pro
    Value creation Process

    Value creation Process
    Customer Customer
    Value creation Process
    Wants & Perceived
    Support Process
    Needs Benefits
    The customer benefit package Zappos provided to their customers is the” Deliver Wow through Service” for customers who ever order from Zappos , and they also provide free shipping in both directions for all their purchases and they often give customers free upgrade surprise and 360 return day policy.

    2.
    Explain the role of service encounters and service management skills at Zappos. How does Zappos create superior customer experiences?

    The way Zappos create superior customer experiences is by making sure that their customers are all happy with their order including those customers that have brought the products pass the return date by providing them 365days policy, and also trained their works to be more implored to use their imaginations on customers that they feels has a tough day should be send an overnight flower to her door step the next morning. 3.

    Describe how any three of the OM activities in the box “What Do Operations Managers Do?” impact the management of both the goods that Zappos sells and the services that it provides. Operations Management is the science and art of ensuring that goods and services are created and delivered successfully to customers.

    OM Inventory management: Zappos it was with fulfillment out of their hands,faced with problems of control over service quality and began to hold inventory while suppliers became more comfortable with the idea of online retail. They continued to adapt this internal fulfillment model. By 2003, all shipments were made from their own inventory. Additionally, their inventory management system has developed into an extremely automated process, allowing them to more easily scale the company up to the size it is today (showing 2,851,610 products available for shipment on November 25, 2008).

    This essay was written by a fellow student. You may use it as a guide or sample for writing your own paper, but remember to cite it correctly. Don’t submit it as your own as it will be considered plagiarism.

    Need a custom essay sample written specially to meet your requirements?

    Choose skilled expert on your subject and get original paper with free plagiarism report

    Order custom paper Without paying upfront

    Small Business Management. (2016, May 18). Retrieved from https://graduateway.com/zappos-case-study/

    Hi, my name is Amy 👋

    In case you can't find a relevant example, our professional writers are ready to help you write a unique paper. Just talk to our smart assistant Amy and she'll connect you with the best match.

    Get help with your paper
    We use cookies to give you the best experience possible. By continuing we’ll assume you’re on board with our cookie policy