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When the call center operators are allowed to ad-lib with customers, such as blowing a kiss at the Eiffel Tower and watching videos with customers,

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When the call center operators are allowed to ad-lib with customers, such as "blowing a kiss at the Eiffel Tower" and watching videos with customers, Zappos is: Encouraging job crafting Encouraging corporate social responsibility Reducing its attention to interpersonal skill development Creating a disadvantage for itself in the marketplace

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