Iris Wolfson

Abstract

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)

Publication Date

1997

Document Type

Thesis

Department, Program, or Center

School of Food, Hotel and Tourism Management (CAST)

Advisor

Marecki, Richard

Comments

Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: HD9710.25.U62 W65 1997

Campus

RIT – Main Campus

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