Analyze the role that customer service plays and determine the service management skills at Zappos.
Discussion 1.Customer Service – Zappos
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.
Discussion 2.Value Chains
Choose an example of a global value chain and an example of domestic value chain. Compare and contrast the key challenges that the managers would face. Then, propose the ways to confront these challenges.
Utilizing the Exhibit 2.4 from Chapter 2 of the text, evaluate how each value chain you chose from Part 1 of this discussion can be described from a pre- and post-production service perspective. Provide at least two examples for each perspective.
Discussion 3.Assessing Stakeholder Positions
Apple is about to release its latest technology. The company needs to develop a plan to communicate with key stakeholders about the release. You have been tasked with identifying those main stakeholders and selecting the method for communicating with each group. Summarize your plan in a two to three paragraph post.
Answer preview Analyze the role that customer service plays and determine the service management skills at Zappos.
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