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Multimedia for international operations: a case study

Abstract:

Geographically-dispersed, global service organizations must find cost-effective ways of delivering consistent service quality while recognizing local differences in service culture. For such organizations, the management of operations cannot be separated from issues of training, corporate culture, and organizational identity. This paper presents an analysis of the experience of Avis Europe, a leading car rental firm, in developing a multimedia system for training frontline staff. The case ill...

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Publication date:
2003
URN:
uuid:933fb65e-6685-4ede-b78c-3c70e4457424
Local pid:
oai:eureka.sbs.ox.ac.uk:554

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