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    Zappos

    Uploaded by

    Aliza Rizvi
    Zappos

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Zappos

    Uploaded by

    Aliza Rizvi
    11 views1 page
    Zappos

    Copyright

    © © All Rights Reserved

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    DOCX, PDF, TXT or read online from Scribd

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    Zappos

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    11 views1 page

    Zappos

    Uploaded by

    Aliza Rizvi
    Zappos

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 1

    Aliza Rizvi

    22010100

    1. What are Zappos’ core competencies and sources of competitive advantage? How
    sustainable are they? What role does corporate culture play? 6 points

    The source of competitive advantage of Zappos’ is the wow factor that they deliver to the
    customer through their detailed website and wide options available on website than they
    are available in a physical store. Zappos also believes in over night delivery. Although they
    then removed this claim because they figured that when people do not expect over-night
    delivery and still get it, they get “wow-ed” more.
    The core competency of Zappos’ is the customer service it provides. The customers have
    the option of free return within 60 days if they do not fit. Corporte culture of Zappos is
    decentralized and expects employees to self govern and go extra mile for customers
    regardless if they make any sales or not.

    2. Compare Zappos with Daraz with respect to their concept, customer value proposition,
    and capabilities? How are their operations strategies different? List at least three
    differences. 9 points.
    Zappos and Daraz operation strategy is different in a way that Daraz do not go beyond its
    comfort to support customer. It follows a three kind model, drop shipping etc whereas
    Zappos started keeping their own inventory when drop shipping failed. Zappos’ strategies
    are also different culturally as they have hierarchy of purpose statement.

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