1.Draw and describe the customer benefit packages that Zappos provides. Identify and describe one primary value creation, one support and one general management process you might encounter at Zappos.
2. Explain the role of service encounters and service management skills at Zappos. How does Zappos create superior customer service?
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.