Zappos Case Study Example | Topics and Well Written Essays - 250 words

Zappos - Case Study Example Customers are able to track the inventory of Zappos online. 2. Zappos creates superior customer experiences through do the unexpected. The company believes that customers who are shocked by the service that they receive will want to stay loyal to the brand for a long time. This also has a knock-on effect of picking up new customers who hear of the service quality offered by Zappos. Word-of-mouth marketing is an important tool that Zappos can use to attract new customers. 3. Quality management is an important part of the sales process for Zappos because the customer has a minimum demand for service. Zappos can only meet that demand by making sure that its customers are satisfied with the products they receive. Secondly, process design is also another important part of the service on offer because quality goods and services can only be offered to customers if the right inputs have been included in designing, procuring, and marketing the product or service effectively. Thirdly, service encounter design forms a crucial part of the Zappos experience because interactions between employees and customers can determine the success of the brand as a whole. Also, whenever a customer is not satisfied with the level of service shown by Zappos, the company needs to go beyond the normal level of service to regain the trust of the

Organizational Behavior and its Impact on Corporate America Research Paper

Organizational Behavior and its Impact on Corporate America - Research Paper Example By adding more emphasis on interpersonal communication and communication clarity, The Home Depot serves as a benchmark for other industries in similar markets. Organizational Behavior and its Impact on Corporate America Introduction When assessing an organizational environment worthy of being declared a leader in positive organizational behavior, no example is more relevant than The Home Depot. The Home Depot ranked #29 in the Fortune 100 list of best companies due to its commitment to customer service excellence, employee participation schemes, and a variety of reward programs that foster collaboration, motivation, and commitment from its many employees and managers. In 2010, The Home Depot earned $6.6 billion in revenues (CNN Money, 2011), due to its reputation as a service leader and the ability to foster harmonious work teams dedicated to meeting the mission and vision of the organization.     These factors include the establishment of multiple reward schemes, improving inter personal communications and clarity between many different ranks of authority, setting corporate social responsibility efforts, and providing ample feedback systems to give recognition to employees who succeed and meet corporate goals. Important Elements of Organizational Behavior In order to gain employee and management commitment, it is first necessary to establish team membership, something especially true at The Home Depot whose cornerstone is employee involvement and participation. â€Å"For a team to develop, its members must want to belong to the team and come to identify with the team† (Bushe & Coetzer, 2007, p.185). When new employees enter the organization, they come into employment with their own personal need, goals, and ambitions, thus effective leadership must work diligently to bring employees and managers into the team fold by creating a new social identity. â€Å"People strongly identified with a group can even be willing to sacrifice personal needs for the betterment of the group† (Bush & Coetzer, p.186). This is the foundation of The Home Depot’s employment strategies: To ensure commitment and a transformation from pre-existing values to employees who are committed to meeting Home Depot’s mission and goal for excellence in service delivery. Group affiliation is crucial to success in profit and service delivery at Home Depot since service is the foundation of its core values of business operations. Gaining commitment related to teamworking is necessary in an environment where customers are considered the most important resource to corporate success and the business must rely on direct employee/customer interventions in order to generate higher sales volumes and satisfy customers of widely different socio-economic demographics. Building team focus is the most primary organizational behavior at The Home Depot that continues to lead to its position as a market leader in its industry. How is this accomplished in the or ganization? The first step is to ensure that there is a perception of inclusion and affiliation.  Ã‚