Reference no: EM13845123
write a 3-page (single-spaced; excluding references)analyticalreport to address3of the listed questions for each selected case.
These case studies are available online from Harvard Business School Publishing.
Your report should be organized according to the three questions.
Each report requires research beyond the case statement. Include at least four references in addition to the case statement and lecture notes.
Incorporate the assigned readings and conceptual frameworks in your analysis.
Use subheadings and/or bullets to improve the clarity of the report.
Follow the format for full citation (author, title, source, date/year, page number, URL), and in-text reference (author, year).
You don't need to write an introduction about the company's background.
Use CRM referencess (Gartner and see above) and Supply Chain Integration (Lee & Whang) reading in this analysis.
1. Use the CRM frameworks (Gartner and service-to-profitability chain) to analyze how Zappos.com deliver customer satisfaction.
2. Discuss evolution of the Zappos' supply chain model and the reasons that it has changed over time. Use the Lee & Whang framework for this analysis.
3. Zappos and Amazon merged in July 2009. What factors attracted Amazon to pursue this merger? Discuss Zappos' core competencies and sources of competitive advantage. How does this merger affect Zappos' growth and expansion?