Which of the following did management at Zappos do to reduce the level of formalization in their organization?

Business

1 answer:

melamori03 [73]3 years ago

6 0

Answer:

A. They avoided asking their customer service reps in call centres to follow a detailed script.

Explanation:

Formalisation refers to the manner in which the company follows extra depth of procedures and takes extra unnecessary care of the customers, or even in the internal procedures of organisation also.

For the customers perspective, we have:

As asking their customers for service reps again and again will make the entire process formalised, and leaving it on the discretion of customers that when they want to avail the service makes it less formal and comfortable for customers.

Thus, avoiding the detailed script with some unnecessary details every time and following up again and again the function becomes less formal and comfortable.

Final Answer:

Option A

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