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Case 8 : Delivering Customer Satisfaction 1. Dose Zappos effectively focus on stakeholders happiness, and how does this approach affect the ethical culture?
2. Has Zappos developed long term relationship with customers and employees that provide a competitive advantage in the purchase of shoes and other products?
3. How has Zappos managed ethical risk, and what are potential ethical risks in the future?
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How important were price considerations in making your college decision? Would a change of a few thousand dollars have mattered and would you expect the price elasticity of demand to be higher for financial-aid students or for non-aid students?
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