Oberoi Hotels: Train Whistle in the Tiger Reserve
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight customers whose expectations grow with every interaction. To explore this question, the case details the design elements of Oberoi's complex service operation, including its approaches to employee management and continuous improvement, as well as the dynamics of service competition in a rapidly growing market.
Keywords: service operations; service quality; service management; service quality competition; service delivery; Customer Management; customer satisfaction; Customer Service Excellence; Employee empowerment; employee engagement; employee training; india; hospitality; hotel industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India;
Citation:
Buell, Ryan W., Ananth Raman, and Vidhya Muthuram. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Case 615-043, January 2015. (Revised March 2015.) View Details
