E-commerce: Leadership Creates a Culture of Happiness Delivering Customer and Employee Satisfaction

JMGT_V5_N3_CS1 E-commerce: Leadership Creates a Culture of Happiness Delivering Customer and Employee Satisfaction Kathryn Toelken Journal on Management 2230 – 715X 5 3 65 74 E-Commerce, Leadership, Happiness, Customer Satisfaction, Employee Satisfaction and Organizational Culture E-Commerce presents new challenges for Leadership and Organizational scholars as the foundations for research perspectives are based in a physical not digital reality. Nevertheless leadership and organizational lessons can be learned and best practices developed as Case Studies report leadership and organizational learning in the digital environment. This research is a Case Study of a ten year old E-Commerce firm, Zshoes (a pseudonym) and examines key events in leadership and organizational learning which contributed to Zshoes’ E-Retail success. Leadership and organizational lessons learned from this firm present an instructive platform on which to build E-Commerce Best Practices. December 2010 - February 2011 Copyright © 2011 i-manager publications. All rights reserved. i-manager Publications http://www.imanagerpublications.com/Article.aspx?ArticleId=1319