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Video Case - Zappos Wants to Make Customers (and Employees) Happy

Questions -

1. Do you think Zappos is a decentralized or centralized organization? Do you think it should change? Explain your answer.

2. Of the four types of corporate culture, which most clearly describe the culture of Zappos? What are the implication for the organization and for managers and employees?

3. What effect are quarterly meetings and daily postings of performance statistics likely to have on the grace vine inside Zappos?

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