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.
2. Explain the role of service encounters and service management skills at Zappos. How does Zappos create superior customer experiences?
3. Describe how any three of the OM activities in the box “What do Operations Managers Do?” impacts the management of both the goods that Zappos sells and the services that it provides.
4. Explain how this case illustrates each of the seven major differences between good-s producing and service providing businesses.