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Case
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Reference no. 9-800-356
Authors: Roger Hallowell
Published by: Harvard Business Publishing
Originally published in: 2000
Version: 7 November 2001

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.

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