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18582. ZAPPOS.COM 2009: CLOTHING, CUSTOMER SERVICE AND COMPANY CULTURE HARVARD BUSINESS SCHOOL CASE STUDY 6100015. This paper provides a Berkeley Research case analysis and case solution to a Harvard Business School service management case study by Frances X. Frei , Robin J. Ely and Laura Winig on Zappos.com, a privately-held online clothing retailer with a reputation for stellar customer service. The case focuses on an offer of merger/acquisition from Amazon.com and the implications of this for Zappos.comís strong customer-focused organizational culture. The paper includes problem definition, problem analysis, assessment of alternatives, and recommendations. APA Style. 12 pages, 10 footnotes, 6 bibliographic sources. 3,335 words.

TAGS: case solution, Harvard business case study, customer service organizational, service management, culture call centers online retail customer relations management.

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