The two largest online shoe retailers are Shoebuy and Zappos.com. While Shoebuy offers a standard online retailing experience, Zappos has sought out a market niche of exemplary customer service.
a. Shoebuy sales associates’ performance are evaluated on a number of metrics such as tardiness at work and missed days, dollar volume handled, volume of returns, volume of customers requiring supervisor intervention. Discuss how prone this system might be to employees “gaming” the system.
b. Zappos sales associates are expected to go to extraordinary lengths to address the individual needs of specific customers. Discuss how well these expectations might be met if Zappos sales associates were evaluated the same way Shoebuy employees were.
c. What sort of evaluation system do you think Zappos would use?
d. Do you think that a source of new employees for either is to entice the other’s company’s current employees away?
please give explanation for how you got the answers.
course is economics of strategy.
problem is based on book economics of strategy (besanko 6th edition)
in between ch-10-14