Tony Hsieh, CEO of Zappos, Offers Up to $5,000 to Anyone

question 168

Multiple Choice

Tony Hsieh, CEO of Zappos, offers up to $5,000 to anyone who

• A) identifies a completely new market segment with a product to match it.
• B) finds a way of improving service to online customers.
• C) takes its customer loyalty training class and decides to quit anyway.
• D) finds a shoe-related product that Zappos does not already carry.
• E) creates a humorous theme for one of the monthly company meetings.

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Definitions:

Surface Acting

Emotional labor that involves managing one's outward expressions and behaviors to meet social or occupational expectations, without altering underlying feelings.

Four-Factor Model

A framework in finance that expands on the three-factor model by adding a moment factor, such as momentum, to market risk, size, and value factors to explain stock returns.

Emotional Expression

The process of conveying feelings, emotions, or mood through verbal or nonverbal behaviors.

Physiological Response

The body's automatic reaction to a stimulus, which can include changes in heart rate, breathing, perspiration, and other bodily functions.