Rosenbluth International and Biztravel.com

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Case

Reference no. 9-800-356

Subject category: Case Method and Specialist Management Disciplines

Authors: Roger Hallowell (Harvard Business School)

Published by: Harvard Business Publishing

Originally published in: 2000

Version: 7 November 2001

Length: 24 pages

Data source: Field research

Topics: Economies of scale; Electronic commerce; Entrepreneurship; Human resources management; Internet; Service management; Travel

Share a link: https://casecent.re/p/42412

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Abstract

Rosenbluth, the third largest U.S. travel agency, uses the Internet to serve new customers with a high-service strategy. Rosenbluth acquires Biztravel.com and integrates the customer support and logistics aspects of service delivery.; Illustrates the role of service in many e-commerce firms, including the continuing role of people. Also shows a successful "clicks and mortar" strategy for entering e-commerce.