Subject category:
Case Method and Specialist Management Disciplines
Published by:
Harvard Business Publishing
Version: 7 November 2001
Length: 24 pages
Data source: Field research
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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.
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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.