OYO Hotels USA: Coming to America

Abstract

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.

Citation

Weiss, E.N., Wight, O. and Maiden, S.E. (2024), "OYO Hotels USA: Coming to America", . https://doi.org/10.1108/case.darden.2024.001641