A Case Study on Service Blueprinting in Travel and Tourism Sector: a Special Reference to the Palace on Wheels
Science, Technology and Development ISSN : 0950-0707 A Case Study on Service Blueprinting in Travel and Tourism sector: a special reference to the Palace on Wheels Rachita Ota*, Sushree Sangita Ray**, Animesh Chandra*** *Asst Professor, Amity Global Business School, Bhubaneswar, **Asst Professor, Amity Global Business School, Bhubaneswar, ***Student, Amity Global Business School, Bhubaneswar ABSTRACT The Indian Travel and Tourism industry has emerged as one of the key drivers of growth among the services sector in India. This paper has been prepared by focusing on the service processes provided by ‘THE PALACE ON WHEELS’, a pioneer of luxury train travel in India. It analyses the existing service blueprint from tourism and travel industry and recommends how to enhance the quality service as well as efficiency level. This service includes both the sections of Industry i.e. travel and tourism. Based on the customer reviews and feedback of the Palace on Wheels, a new service blueprint has been designed which shows the present and potential flaws in the existing process. High participation level from the tourists along with service providers and employees add a new value to the efficiency level of the service quality. KEYWORDS Service, Blueprint, Travel, Tourism, Palace on Wheels INTRODUCTION The Travel and tourism industry is one of the largest service industries in India. Tourism in India has significant potential considering the rich cultural and historical heritage, variety in ecology, terrains and places of natural beauty spread across the country and it also offers geographical diversity, world heritage sites and niche tourism products like cruises, adventure, medical, eco- tourism, etc.
[Show full text]