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Zappos Customer Loyalty Team

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

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