[michaelpinto]

But think about it: If they're going to get in the business of selling things that may have to change. Also on a meta level they sell ads to big customers which does require a human touch, so if they want to do more of that they'll need more humans. Granted I don't see Facebook opening retail stores like Apple, but at some point my guess is that you need humans. Even Amazon had to buy Zappos...

[Evbn]

What are the on about? Amazon had famous customer service and built endless.com before buying Zappos. Zappos main feature is that they price in return shipping as part of the first retail markup.