Multimedia for international operations: a case study
International Journal of Operations & Production Management
ISSN: 0144-3577
Article publication date: 1 January 2003
Abstract
Geographically‐dispersed, global service organisations must find cost‐effective ways of delivering consistent service quality while recognising local differences in service culture. For such organisations, the management of operations cannot be separated from issues of training, corporate culture, and organisational 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 organisational 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 labour” in service operations. These developments have great significance for both practice and research in operations management.
Keywords
Citation
New, S. (2003), "Multimedia for international operations: a case study", International Journal of Operations & Production Management, Vol. 23 No. 1, pp. 125-137. https://doi.org/10.1108/01443570310453299
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited