customer service so that our customers will do the marketing for us through word of mouth." (Neck pg. 427) 3. What type of organizational culture does Zappos have? Explain Answer The type of organizational culture Zappos used was decentralization is a type of organizational structure in which daily operations and decision-making responsibilities are delegated by top management to middle and lower-level managers. This frees up top management to focus more on major decisions. (Chron 2019) There are leads but no managers, circle members make important decisions while leads simply facilitate. Zappos' idea is to eliminate politics and increase innovation the culture empowers the teams with decision making providing employees with freedom