TY  - BOOK
AU  - Michelli,Joseph A.
TI  - The Zappos experience: 5 principles to inspire, engage, and wow 
SN  - 9780071749589 (alk. paper)
PY  - 2012///
CY  - New York
PB  - McGraw-Hill
KW  - Zappos.com (Firm)
KW  - Management
KW  - Customer service
KW  - Mail-order business
KW  - Electronic commerce
KW  - Retail trade
N1  - Includes bibliographical references
ER  -