1. What TQM principles are embedded in www.Zappos.com’s values and culture?
2. How does www.Zappos.com build human and social capital?
3. What evidence of a 21st-century organization, based on Table 1-3, can you find in the www.Zappos.com case?
4. Where does www.Zappos.com belong on Carroll’s Corporate Social Responsibility Pyramid in Figure 1-3? Explain.