A Review of the Literature
Total Quality BA4010
Professor Edward Ruppel
October 3, 2012
Customer Service Processes at Orbitz
A Review of the Literature Orbitz, which is headquartered in Chicago, Illinois, officially began doing business online in June 2001, and had originally been created in 1999 by five major airline companies-American, Continental, Delta, Northwest and Untied. What’s more, Orbitz is one of many Internet travel company websites that offer services to people who are researching and planning trips and vacations. Some of these services include booking flights, cruises and hotel rooms, and also reserving rental cars. Other services are provided as well, and all of these can be combined in different configurations. For instance, there is a case that relates the following customer service in Orbitz. Scott Paton, who is an editor-at-large for Quality Digest. Scott Paton noticed two charges for the same amount and same itinerary but he had only purchased one ticket. So he logged onto the Orbitz site, and contacted the customer services to solve his problem. Finally, he received a good response from Orbitz.
What aspects of Orbitz’s service processes led to Mr. Paton’s favorable service experience?
Generalize the lessons learned from this example to other organizations. What challenges might organizations encounter in designing quality customer service processes?
Understanding the definitions of customer services.
Customer Service is the commitment to providing customers value services, including attitude knowledge, technical support and quality of service. Nowadays, customer service has to be a team effort and not just the responsibility of employees who deal with the public directly. Providing good customer service is a vital part of managing a business. Most customers have the option to go elsewhere if the quality of customer service is lacking. Therefore, good customer