TY  - BOOK
AU  - Michelli, Joseph A.
TI  - The Zappos experience: 5 principles to inspire, engage, and wow
SN  - 9780071749589
U1  - 658.872 
PY  - 2012///
CY  - USA
PB  - McGraw-Hill
KW  - Customer services
KW  - Mail-order business
KW  - Electronic commerce
KW  - Retail trade
N1  - Budhiraja Collection
N2  - ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives
ER  -