Zappos Case Study

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| Chapter 1Case Study | Zappos Case Study | | Shinelle Threadgill | BUS 5963:61 Management of OperationsSpring 3 2012April 9, 2012 | | How Primary, Support, Suppliers, and Management Processes are related General Management Processes Customer Perceived Benefits Value Creation Processes Value Creation Processes Value Creation Processes Customer wants & Needs Support Processes Collier, D. A., & Evans, J. R. (2010) “Value creation processes, focuses on primary goods or services, such as assembling dishwashers or providing a home mortgage; Support processes, such as purchasing materials and supplies, managing inventory, installation, customer support, technology acquisition, and research and development; and general management processes, including accounting and information systems, human resources management, and marketing”. Collier, D. A., & Evans, J. R. (2010) “Service encounter is an interaction is an interaction between the customer and the service provider. This explains the way a customer comes into contact with aspect of the delivery system. An example if employees come to a place of business and have for a customer to render services and employee encounter. Having some sort of business relationship”. Collier, D. A., & Evans, J. R. (2010) “Service management skills integrate marketing, human resources, and operation functions to plan create, and services, deliver goods and services and their associated service encounters. Operation management relates to these principles. Primary goods and services help to attract customers and render services. Peripheral goods or services are those

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