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CS #3

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Case Study 3: Zappos: Delivering Customer Satisfaction

Due Week 9 and worth 200 points

 

Read the “Zappos: Delivering Customer Satisfaction” case, located on page 475 of the textbook.

 

Write a four to six (4-6) page paper in which you:

  1. Analyze the manner in which Zappos’ leadership has fostered a culture of ethicalness in the company. Suggest two (2) actions that other companies can take in order to mimic this culture.
  2. Determine the major impacts that Zappos’ leadership and ethical practices philosophy have had on its stakeholders.
  3. Examine three (3) of the ethical challenges that Zappos faces. Recommend three (3) actions that Zappos’

    leadership should take in order to address these ethical challenges.
  4. Evaluate the effectiveness of the core values in relation to developing a culture of ethicalness. Determine the manner in which the core values support the stakeholder’s perspective.
  5. Analyze the major ethical challenges that Zappos has faced. Determine whether or not you would have resolved these challenges differently than Zappos’ management. Provide a rationale for your response.
  6. Use at least three (3) quality academic resources in this assignment. Note: Wikipedia and other similar Websites do not qualify as academic resources.

Your assignment must follow these formatting requirements:

  • Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
  • Include a cover page containing the title of the

    assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.

The specific course learning outcomes associated with this assignment are:

  • Examine ethical issues and dilemmas in business.
  • Analyze scenarios to determine the ethical character of decisions made and the related impact on the organization.
  • Examine the significant issues of an ethical controversy in business to moral philosophy and values.
  • Write clearly and concisely about issues in ethics and advocacy for HR professionals using correct grammar and mechanics.
  • Use technology and information resources to research issues in business ethics and advocacy for HR professionals.

Grading for this assignment will be based on answer quality, logic / organization of the paper, and language and writing skills, using the following rubric


rel="nofollow" href="https://blackboard.strayer.edu/bbcswebdav/institution/HRM/522/1148/Week9/Week%209%20Case%20Study%203%20Grading%20Rubric.html" target="_blank">found here.

 


valign="top" width="122">

Mostly free of errors in grammar, spelling, punctuation, or formatting.

Points: 200

Case Study 3: Zappos: Delivering Customer Satisfaction

Criteria

Unacceptable

Below 70% F

Fair

70-79% C

Proficient

80-89% B

Exemplary

90-100% A

1. Analyze the manner in which Zappos



leadership has fostered a culture of ethicalness in the company. Suggest two (2) actions that other companies can take in order to mimic this culture.

Weight: 15%

Did not submit or incompletely analyzed the manner in which Zappos leadership has fostered a culture of ethicalness in the company. Did not submit or incompletely suggested two (2) actions that other companies can take in order to mimic this culture.

Partially analyzed the manner in which Zappos leadership has fostered a culture of ethicalness in the company. Partially suggested two (2) actions that other companies can take in order to mimic this culture.

Satisfactorily analyzed the manner in which Zappos leadership has fostered a culture of ethicalness in the company. Satisfactorily suggested two (2) actions that other companies can take in order to mimic this culture.


width="122">

Thoroughly analyzed the manner in which Zappos leadership has fostered a culture of ethicalness in the company. Thoroughly suggested two (2) actions that other companies can take in order to mimic this culture.

2. Determine the major impacts that Zappos leadership and ethical practices philosophy have had on its stakeholders.
Weight: 10%

Did not submit or incompletely determined the major impacts that Zappos leadership and ethical practices philosophy have had on its stakeholders.

Partially determined the major impacts that Zappos leadership and ethical practices philosophy have had on its stakeholders.

Satisfactorily determined the major impacts that Zappos leadership and ethical practices philosophy have had on its stakeholders.

Thoroughly determined the



major impacts that Zappos leadership and ethical practices philosophy have had on its stakeholders.

3. Examine three (3) of the ethical challenges that Zappos faces. Recommend three (3) actions that Zappos leadership should take in order to address these ethical challenges.

Weight: 15%

Did not submit or incompletely examined three (3) of the ethical challenges that Zappos faces. Did not submit or incompletely recommended three (3) actions that Zappos leadership should take in order to address these ethical challenges.

Partially examined three (3) of the ethical challenges that Zappos faces. Partially recommended three (3) actions that Zappos leadership should take in order to address these ethical challenges.

Satisfactorily examined three (3) of the ethical challenges that Zappos faces. Satisfactorily



recommended three (3) actions that Zappos leadership should take in order to address these ethical challenges.

Thoroughly examined three (3) of the ethical challenges that Zappos faces. Thoroughly recommended three (3) actions that Zappos leadership should take in order to address these ethical challenges.

4. Evaluate the effectiveness of the core values in relation to developing a culture of ethicalness.  Determine the manner in which the core values support the stakeholders perspective.

Weight: 15%

Did not submit or incompletely evaluated the effectiveness of the core values in relation to developing a culture of ethicalness. Did not submit or incompletely determined the manner in which the core values support the stakeholders perspective.

Partially evaluated the effectiveness of the core values in



relation to developing a culture of ethicalness. Partially determined the manner in which the core values support the stakeholders perspective.

Satisfactorily evaluated the effectiveness of the core values in relation to developing a culture of ethicalness. Satisfactorily determined the manner in which the core values support the stakeholders perspective.

Thoroughly evaluated the effectiveness of the core values in relation to developing a culture of ethicalness. Thoroughly determined the manner in which the core values support the stakeholders perspective.

5. Analyze the major ethical challenges that Zappos has faced. Determine whether or not you would have resolved these challenges differently than Zappos’ management. Provide a rationale for your response.

Weight: 20%

Did not submit or incompletely



analyzed the major ethical challenges that Zappos has faced. Did not submit or incompletely determined whether or not you would have resolved these challenges differently than Zappos management. Did not submit or incompletely provided a rationale for your response.

Partially analyzed the major ethical challenges that Zappos has faced. Partially determined whether or not you would have resolved these challenges differently than Zappos management. Partially provided a rationale for your response.

Satisfactorily analyzed the major ethical challenges that Zappos has faced. Satisfactorily determined whether or not you would have resolved these challenges differently than Zappos management. Satisfactorily provided a rationale for your response.

Thoroughly analyzed the major ethical challenges that Zappos has faced. Thoroughly determined whether or not you would have



resolved these challenges differently than Zappos management. Thoroughly provided a rationale for your response.

6.3 references

Weight: 5%

No references provided.

Does not meet the required number of references; some or all references poor quality choices.

Meets number of required references; all references high quality choices.

Exceeds number of required references; all references high quality choices.

7.Writing Mechanics, Grammar, and Formatting

Weight: 5%

Serious and persistent errors in grammar, spelling, punctuation, or formatting.

Partially free of errors in grammar, spelling, punctuation, or formatting.

Error free or almost error free grammar, spelling, punctuation, or formatting.

8.Appropriate use of APA in-text citations and reference section

Weight: 5%

Lack of in-text citations and / or lack of reference section.

In-text citations and references are provided, but they are only partially formatted correctly in APA style.

Most in-text citations and references are provided, and they are generally formatted correctly in APA style.

In-text citations and references are error free or almost error free and consistently formatted correctly in APA style.

9.Information Literacy / Integration



of Sources

Weight: 5%

Serious errors in the integration of sources, such as intentional or accidental plagiarism, or failure to use in-text citations.

Sources are partially integrated using effective techniques of quoting, paraphrasing, and summarizing.

Sources are mostly integrated using effective techniques of quoting, paraphrasing, and summarizing.

Sources are consistently integrated using effective techniques of quoting, paraphrasing, and summarizing.

10.Clarity and Coherence of Writing

Weight: 5%

Information is confusing to the reader and fails to include reasons and evidence that logically support ideas.

Information is partially clear with minimal reasons and evidence that



logically support ideas.

Information is mostly clear and generally supported with reasons and evidence that logically support ideas.

Information is provided in a clear, coherent, and consistent manner with reasons and evidence that logically support ideas.

 

 


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