Abstract

This case discusses the values-based work culture at Zappos.com, Inc. (Zappos), an e-retailer based in the US. From the time it was founded in 1999, the company differentiated itself from other e-retailers by providing customer friendly services like free two-way shipping, a 365-day return policy, and an extremely friendly customer service team, which went out of its way to delight customers. At the same time, the company was recognized time and again as the best employer, for providing employees a fun filled atmosphere, where each employee’s individuality was recognized and valued. The culture at Zappos was guided by ten core values. These core values guided the company in every sphere. The case discusses in detail the emergence of the core values at Zappos and the way they were used to recruit, train, retain, and appraise employees. The case also discusses how the values helped the company in maintaining its unique work culture.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Examine the work culture at a company that was recognized as one of the best companies to work for in the US.
• Understand the core values and how they played an important role in HR policies of Zappos.
• Study the positive elements in the company’s culture and understand how they contributed to employee morale, innovation, and productivity.
• Analyze whether the company’s culture would be put at risk as it grew in size.
• Understand how the work culture enabled the company to maintain high levels of customer service.

Keywords

Zappos, Tony Hsieh, Core Values, Nick Swinmurn, Shoes, e-retailing, Customer service focus, Culture Book, Pipeline team, Values-based culture, ecruitment, Training, Appraisal , Performance, HR policies, Interview , Culture book, Footwear, Customer delight, Empowerment