Zappos has succeeded at being one of the most innovative firms on organizational behavior， and customer support. The firm encourages the customers to call them about everything; which averages on average 5000 calls a day, and employees work independent of scripts, quotas, or call time limits. Company culture is important for Zappos, who emphasizes on a friendly, compassionate and innovative working environment and. Zappos has passed on numerous experienced employees for the simple reason that they were wrong for the company culturally.
In my opinion, Zappos have been too keen on maintaining their superb organizational behavior that it is not worth the cost associated. Despite the argument that a great phone line service can increase the number of returning customers, the cost of having 5000 calls a day is still too burdensome.
There is also the issue with its organization model. A family style working environment poses many problems to the efficiency of management. Management becomes weak and fragile when the relationship becomes too close between the employer and the employee (for example, managers need to consider how to tell a slacking employee to do his job without damaging the relationship between them).
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