The purpose of this study is to analyze one specific process within the travel department to accurately determine its usefulness. This study will examine the current reservation process in place and establish if there are "fail points" or faults within the process. Further research will illustrate the increased cost associated with each "fail point" by analyzing specific scenarios. Additionally, this analysis will determine if the standard reservation process, which each agent is initially taught, is followed and to what extent. The cost associated with not adhering to the standard process will also by illustrated in specific scenarios.
Library of Congress Subject Headings
Business travel--Cost control; Reservation systems--Evaluation; Airlines--Reservation systems--Evaluation; Hotels--Reservation systems--Evaluation
Department, Program, or Center
Hospitality and Tourism Management (CAST)
Bowles, Amy, "Travel reservation process evaluation" (2001). Thesis. Rochester Institute of Technology. Accessed from
RIT – Main Campus