Multimedia for international operations: a case study
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, a...
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| Format: | Journal article |
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2003
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| _version_ | 1797082577832509440 |
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| author | New, S |
| author_facet | New, S |
| author_sort | New, S |
| collection | OXFORD |
| description | 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 illustrates how multimedia technologies enable a new sort of organizational text that has implications for the way in which operations may be documented and enacted. In particular, multimedia allows texts that are complex enough to address issues of what Hochschild describes as emotional labor in service operations. These developments have great significance for both practice and research in operations management. |
| first_indexed | 2024-03-07T01:29:54Z |
| format | Journal article |
| id | oxford-uuid:933fb65e-6685-4ede-b78c-3c70e4457424 |
| institution | University of Oxford |
| last_indexed | 2024-03-07T01:29:54Z |
| publishDate | 2003 |
| record_format | dspace |
| spelling | oxford-uuid:933fb65e-6685-4ede-b78c-3c70e44574242022-03-26T23:31:01ZMultimedia for international operations: a case studyJournal articlehttp://purl.org/coar/resource_type/c_dcae04bcuuid:933fb65e-6685-4ede-b78c-3c70e4457424Saïd Business School - Eureka2003New, SGeographically-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 illustrates how multimedia technologies enable a new sort of organizational text that has implications for the way in which operations may be documented and enacted. In particular, multimedia allows texts that are complex enough to address issues of what Hochschild describes as emotional labor in service operations. These developments have great significance for both practice and research in operations management. |
| spellingShingle | New, S Multimedia for international operations: a case study |
| title | Multimedia for international operations: a case study |
| title_full | Multimedia for international operations: a case study |
| title_fullStr | Multimedia for international operations: a case study |
| title_full_unstemmed | Multimedia for international operations: a case study |
| title_short | Multimedia for international operations: a case study |
| title_sort | multimedia for international operations a case study |
| work_keys_str_mv | AT news multimediaforinternationaloperationsacasestudy |