Service quality and effective quality management are both concepts that can and improve company’s overall performance not only in the market, but also in front of the company’s competitors via the creation of competitive advantage. Understanding that and applying it at the real business sector is a prerequisite for any contemporary company. Within this framework, the present report outlines several problems being faced by Expedia Inc. It also examines whether Expedia has the right capabilities and competencies to improve the quality it offers to its consumers. One of the ways of coping with the issues in question is the implementation of techniques such as Kaizen and ISO that in turn enable the company to perform service recovery via small steps, performed every day.
Inhaltsverzeichnis (Table of Contents)
- Executive summary
- 1.0 Introduction
- 2.0 Problems, being faced by Expedia Inc
- 2.1 How can Expedia deal with the situation? Assessment of whether Expedia has the right capabilities and competences to improve the quality.
- 2.2 Impact of Kaizen and ISO on Expedia
- 3.0 Conclusions
- 4.0 References list
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This report investigates the challenges faced by Expedia Inc. in delivering high-quality service to its customers. The report analyzes Expedia's capabilities and competences to overcome these issues and improve its service quality. The report also explores the impact of Kaizen and ISO on Expedia's quality management practices.
- Service quality in the online travel booking industry
- Identifying and addressing Expedia's service quality challenges
- Assessing Expedia's capabilities and competences for quality improvement
- The role of Kaizen and ISO in enhancing Expedia's quality management
Zusammenfassung der Kapitel (Chapter Summaries)
- Executive summary: This chapter provides a brief overview of the report's key findings, highlighting the importance of service quality for business success and the specific challenges faced by Expedia Inc.
- 1.0 Introduction: This chapter introduces the concept of service quality and its relevance in the context of the online travel booking industry, emphasizing the importance of meeting customer needs and expectations. It also sets the stage for the analysis of Expedia's specific challenges and potential solutions.
- 2.0 Problems, being faced by Expedia Inc: This chapter details the major service quality issues experienced by Expedia. It analyzes the root causes of these issues, including insufficient quality, lack of competent employees, and a lack of adoption of innovative ideas and practices.
- 2.1 How can Expedia deal with the situation? Assessment of whether Expedia has the right capabilities and competences to improve the quality: This chapter examines Expedia's capabilities and competences to address its service quality challenges. It assesses the company's financial resources, human resources, and innovative resources, and explores the potential for utilizing these resources to improve service quality.
Schlüsselwörter (Keywords)
The key focus topics of this report include service quality, online travel booking, customer experience, Expedia Inc., capabilities and competences, quality management, Kaizen, ISO, and competitive advantage.
- Quote paper
- Silvia Stamenova (Author), 2017, Managing quality in hospitality, tourism and events at Expedia Inc., Munich, GRIN Verlag, https://www.grin.com/document/426242
