Case 8 Zappos Delivering Customer Service Satisfaction Unit 3

Case 8 - Zappos: Delivering Customer Service Satisfaction

Star Broomfield

Park University




1. Does Zappos effectively focus on stakeholder happiness, and how does this approach
affect the ethical culture?
Zappos ethical culture is specifically designed to make their stakeholders happy to
include employees, customers and vendors alike [ CITATION SchoolBook \l 1033 ]. The
specific focus that the company provides each stakeholder group is the foundation of the ethical
culture of the company. The belief of Zappos is that if the culture of the company is right than
other aspects of the company such as customer service and long-term branding will all into place
(Hsieh, 2010). The company creates quick and easy methods of purchasing and receiving
products for its customers but also creates a business culture for employees that catered to
positive growth and freedom [ CITATION SchoolBook \l 1033 ]. With the happiness of the
stakeholders being the key focus for value growth and the success of the company thus far I
believe the current approach the company takes of stakeholder happiness is beneficial.