Amy Bowles


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

Publication Date


Document Type


Department, Program, or Center

Hospitality and Tourism Management (CAST)


Jacob, James


Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: G156.5.B86 B695 2001


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