Delivering

Happiness
More Than Shoes-
Zappos
OUR TEAM

Mariam Ujmajuridze
Lalita Chugoshvili Motivation,
Job Satisfaction Organizational
Culture

Tiko Bakashvili
Gigi Nikoleishvili Stress
Learning & decision Trust, Justice &
making Ethics
Zappos
to live and deliver WOW
 JOB SATISFACTION

Job satisfaction is a pleasurable emotional state resulting from the appraisal of

one’s job or job experiences.
 Job Satisfaction
Job satisfaction is one of the
several individual
mechanisms that directly
affects
job performance and
organizational commitment.
 

If employees are satisfied with their jobs and experience positive

emotions while working, they may perform their jobs better and choose
to remain with the company for a longer period of time.
 VALUES
What are the main values for employees that create their job satisfaction at
Zappos?

• For new employees the CEO, Tony Hsieh, hosts company pajama parties and obsessively blogs about a
variety of subjects, from how Twitter can make you a happier person to whether mashed potatoes smell
good. By this way, he starts building supervisory satisfaction.

• The company hires a full-time life coach. Employees can talk about personal issues, chat off-the-record
about their workgroup, or get advice on advancing at the company.

• The company also lives up to the “fun” part of its core value by taking steps to keep employees satisfied
with their jobs. Everybody gets a free lunch and access to a nap room and concierge service.

• Zappos covers 100% of employees’ health insurance premiums.

• Employees can even give another employee a $50 bonus for a job well done.
 Zappos believes
that

Satisfied employees will ultimately

result in satisfied customers.
 STRES
S

• What is stress?

• Why is it important in
relation to job performance
and organizational
commitment?
As Zappos is a customer service company, employees here
face daily hassles such as getting a lot of emails. To handle that
volume, the CEO developed a technique called   “Yesterbox” to efficiently
manage the inflow and time pressure for the staff. To use “Yesterbox”
effectively, the goal is to clear your emails and eventually get to inbox zero.
 MOTIVATI
ON
● A general definition of motivation
is the psychological force that
generates complex processes of
goal-directed thoughts and
behaviors.
● Motivation has a strong positive
effect on Job Performance.
● Motivation also increases
employees' organizational
commitment.
 Motivation

Zappos prides itself in providing different services to better the quality of life of Zappos employees.
• Grant-a-Wish program
• Coworker Bonus program
• Zollars
• And more to keep the employees motivated.
Zappos prides itself in promoting and hiring within the company as well. One way the
company encourages growth and learning is through its apprenticeship program.
Employees can apply to become a Z’apprentice even in an area where they may not
have previous experience/skills.
 Trust, Justice & ethics
 Trust at Zappos begins on the organization levels at first. Employees here truly feel
trusted and safe, because they understand that it’s okay to fail.

 At Zappos justice and its rules play an important role. Employees have a strong sense
that they are treated fairly by their authorities.

 Ethics really matters at Zappos. By providing and encouraging complete transparency

and trust to their employees and customers, the company gain more trust.
 Decision Making

Decision Making refers to the process of generating

and choosing from a set of alternatives to solve a problem.

The more knowledge and skills employees possess,

the more likely they are to make accurate and sound decisions.
 Learnin
g

Learning reflects relatively permanent changes in an

employee’s knowledge or skills that result from
experience. The more employees learn, the more they
bring to the table when they come to work.
 CULTURE
Organizational culture is defined as the underlying beliefs, assumptions, values and ways of
interacting that contribute to the unique social and psychological environment of an organization.
Studies show that organizational culture has a direct impact on performance and, more importantly,
employees’ wellbeing.

Zappos organizational culture is made up by:

● Stories
● Rituals and Routines
● Symbols
● Organizational Structure
● Control Systems

In order to maintain the organizational culture Zappos also pays

attention to the person–organization fit, this is why the company
hires employees for the specific qualities—weirdness, humor,
humility, and even luck.
References:

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performance/
[Robert Lussier, C. A. (n.d.). Leadership.
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hsiehtranscript.html
COLQUITT, J. A. (n.d.). Organizational Behavior. Mc Graw Hill.
(n.d.). https://gradesfixer.com/free-essay-examples/leadership-skills-and-qualities-of-bill-gates/.
Maria P. Aristigueta, A. N. (1998). Organizational Behavior.
(n.d.). the-corporate-zappos-culture-in-business-commerce-essay. Retrieved from •
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Yellowley, P. E. (2012). Organizational Behavior.
Thank You For
Your Attention!