Abstract
Purpose. The purpose of this study was to explore and describe servant leadership characteristics at Zappos and how they influence the organizational culture of the organization. This study identified how Zappos employees extend and share the corporate culture with customers, coworkers, and the community they serve. Methodology. The study used the dynamic narrative approach (DNA) as a method of collecting soliciting input from 15 associate and 15 supervisor/managers, selected by a representative of Zappos, Inc., all of whom full time employees employed for at least 6 months at Zappos headquarters in Henderson, Nevada. Findings. The data provided evidence that all of the 10 servant leadership characteristics was observed in the actions of executive management at Zappos, and that there is not statistical difference in the way management personnel and associates perceive the prevalence and value of those characteristics. The characteristics most prevalent and impactful were listening, community building, and commitment to growth of people. The three characteristics were exhibited throughout the Zappos culture through meetings, feedback, personal development, charity work, and community building. Participants identified communication and coaching as the two most common approaches for dealing with conflicts when an employee disregards acceptable norms or fails to perform to standards expected from the organization. Conclusions. The research validated the claims of servant leadership practice within Zappos and provided evidence of the positive influence servant leadership has on an organizational culture in a for-profit environment. Recommendations. Additional research is required to determine the effects of servant leadership on an organization operating in different industries, in both for-profit and nonprofit sectors. Leaders should evaluate their own organizational culture and determine if servant leadership characteristics can be integrated to improve their current environment.