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    OYO Hotels USA: Coming to America

    Weiss, Elliott N. ; Maiden, Stephen E.

    • Reference: DARDEN-OM-1641-E

    • Number of pages: 18

    • Publication Date: Feb 27, 2020

    • Fecha de edición: May 1, 2020

    • Source: Darden University of Virginia (USA)

    • Type of Document: Case

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    Description

    This case studies the growth of OYO Hotels (OYO) to illustrate the operational processes necessary to succeed in the service sector. The case allows for a discussion of employee- and customer-management systems, tech-driven solutions, and profit drivers. The material unfolds OYO's growth and its solution for making economy hotels discoverable and bookable online. The case raises a series of questions around OYO's business model, its ability to translate across global markets, and growth potential. It has been successfully taught in a second-year MBA class on the management of service operations.

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    Keywords

    Analytics Ecommerce Globalization hotel industry India processes service capacity service operations Service strategy service technology Technology