Which of the following did management at Zappos do to reduce the level of formalization in their organization? A. They avoided asking their customer service reps in call centers to follow a detailed script.
B. They increased their reliance on drop-shipment orders.
C. They established top-down management as their primary strategy.
D. They put an end to the practice that enabled employees to horizontally rotate to different jobs once they had mastered a particular job.

A. They avoided asking their customer service reps in call centres to follow a detailed script.

Explanation:

Formalisation refers to the manner in which the company follows extra depth of procedures and takes extra unnecessary care of the customers, or even in the internal procedures of organisation also.

For the customers perspective, we have:

As asking their customers for service reps again and again will make the entire process formalised, and leaving it on the discretion of customers that when they want to avail the service makes it less formal and comfortable for customers.

Thus, avoiding the detailed script with some unnecessary details every time and following up again and again the function becomes less formal and comfortable.

Final

Option A