Global operations management during major change: an exploration of industrial practice

摘要: Purpose – The purpose of this paper is to examine the key practical factors that confront global businesses as they attempt improve all aspects their operations including emerging areas customer experience. focuses on way various organisational capabilities such information systems/information technology have been adopted in order provide an enhanced operational and strategic control over business.Design/methodology/approach adopts a case‐based participation observation study which explores major restaurant brand. This approach enables it explore several concepts behaviour at time change.Findings has focused application change principles hospitality industry its importance for business performance marketing strategy. shows how adapting strategy incorporate cultural sensitivities can pay ...