wk 1 diss 1

Watch Video first:

http://www.youtube.com/watch?v=tFyW5s_7ZWc

"Customer Service - Zappos"  Please respond to the following:

• From the e-Activity, analyze the role that customer service plays and determine the service management skills at Zappos. Evaluate the different way(s) that Zappos creates a superior customer service.
• Choose at least two OM activities in Exhibit 1.1 from Chapter 1 of the text. Evaluate how each of the activities impacts the management of goods and services that Zappos provides. Include one to two examples from each activity to support your position.