Frei, Frances X., and Annelena Lobb. "Zappos.com 2009: Clothing, Customer Service and Company Culture." Harvard Business School Teaching Plan 614-021, August 2013.

As the authors of "Rocket" write, "what the company is really looking for is employees who will become passionate cheerleaders for the Zappos brand." Read next ...

She connected with Zappos Labs in San Francisco, and the resulting software is still used by all call center employees. Kelly remembers the day Hsieh made the company-wide severance offer as being ...