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 Main body
- 2.1 Problems, being faced by Expedia Inc
- 2.2 How can Expedia deal with the situation? Assessment of whether Expedia has the right capabilities and competences to improve the quality …………………….
- 2.3 Impact of Kaizen and ISO on Expedia
- 3.0 Conclusions
- 4.0 References list
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This report examines the challenges faced by Expedia Inc. in terms of service quality and assesses whether the company possesses the necessary capabilities and competencies to improve the quality it offers to its customers. The report explores the impact of techniques like Kaizen and ISO on Expedia's quality management and proposes ways to implement them for service recovery.
- Service quality challenges faced by Expedia Inc.
- Expedia's capabilities and competences for quality improvement.
- Impact of Kaizen and ISO on Expedia's quality management.
- Service recovery strategies through implementation of Kaizen and ISO.
- Benefits of high service quality performance for Expedia.
Zusammenfassung der Kapitel (Chapter Summaries)
The introduction provides an overview of service quality in the hospitality sector, highlighting the importance of meeting customer needs and the benefits of effective quality management. It establishes the context for the report by outlining the problems experienced by Expedia Inc. in terms of service quality and its aim to assess the company's capabilities and core competencies to overcome these challenges.
Chapter 2.1 delves into the specific problems faced by Expedia Inc. based on customer reviews. These include insufficient quality, absence of competent employees, and the lack of adoption of innovative ideas and practices. The chapter further emphasizes the negative impact of these issues on customer satisfaction and the company's ability to build trust and create confidence.
Chapter 2.2 explores Expedia's capabilities and competences to improve service quality, considering its strong financial performance and strategic investments. It analyzes Expedia's diversification strategy, alliances, and growing online presence, suggesting the company has the resources and potential to enhance its service reliability and meet customer expectations.
Schlüsselwörter (Keywords)
The main keywords and focus topics of the text include: service quality, quality management, customer satisfaction, Expedia Inc., capabilities, competences, Kaizen, ISO, service recovery, competitive advantage, hospitality sector, online booking, customer feedback, employee training, innovative practices, technology investments, financial performance, strategic alliances, online listings, free cash flow, market valuation.
- Arbeit zitieren
- Bachelor Silvia Stamenova (Autor:in), 2017, Expedia’s capacities and competencies for improvement of its product and service quality, München, GRIN Verlag, https://www.grin.com/document/427076
