The focus of this study is on the benchmarking of the use of cross-functional teams within the car rental industry. An in-depth look at the use of cross-functional teams in the car rental industry to determine if (1) cross-functional teams are present and (2) which car rental agency, if any, is the best in class. Focus is placed upon the identification of quality customer service in this industry through the use of four scenarios. A questionnaire was designed to determine the usage of cross-functional teams in the car rental industry. Five car rental agencies were studied. They are Alamo, Avis, Budget, Hertz, and National. The results and findings are discussed, and conclusions and recommendations are made based on the result of the completed research.
Library of Congress Subject Headings
Automobile leasing and renting; Benchmarking (Management)
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
Wolfson, Iris, "Benchmarking cross-functional teams in the car rental industry" (1997). Thesis. Rochester Institute of Technology. Accessed from
RIT – Main Campus