1. Draw and describe the customer benefit package that Zappos provides. Goods? Services? Digital content? Who manufacturers the physical goods? Who is responsible for the quality and delivery of the physical goods?

2. Identify and describe the primary, support, and general management processes needed to execute a customer order at Zappos.

3. Describe how any three of the OM activities in the box "What Do Operations Managers Do?" impact 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 goods-producing and service-providing businesses.