Author Profile

Zappos Customer Loyalty Team

Goldberg, Rebecca; Laseter, Timothy M.; Carter, Scott

OM-1452 | Published October 13, 2011 | 15 pages. Case

Collection: Darden School of Business

Zappos' senior leadership must decide whether to continue to schedule the call center shifts based on seniority or to consider a new plan that makes use of Uber-style surge pricing to pay workers high... Read More

Add To Cart Buy Now