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Question:

Read the case "If the Shoe Fits (and Even if It Doesn''t): Customer Service at Zappos" at the end of Chapter 14.

Answer the following questions and/or statements in detail:

1. The great customer service at Zappos increases costs -- free same-day shipping; extensive employee training; and so on. Do you think the company can reduce costs in other areas of operations to help offset these costs? If so, how? Use credible sources and research to support and explain.

2. By off-shoring its customer call center, even if Zappos offers wages and perks much higher than the going rate, it would stand to save substantial amounts of money. Do you think Zappos should consider this? Why or why not? Use credible sources and research to support and explain.

3. In what other ways do you think Zappos can affordably enhance its customer service? Use credible sources and research to support and explain.

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Business Management, Management Studies

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