标题：The Building Up of Cross-functional Team and the Travel Agency's Intra-organization Innovation
作者：Xu, Fengzeng; Wang, Li
作者机构：[Xu, Fengzeng] Shandong Univ, Sch Management, Tourism Management Dept, Jinan 250100, Shandong, Peoples R China.
会议名称：International Symposium on Green Hospitality and Tourism Management
会议日期：JAN 29-31, 2010
来源：PROCEEDINGS OF INTERNATIONAL SYMPOSIUM ON GREEN HOSPITALITY AND TOURISM MANAGEMENT
关键词：Travel agency; cross-functional team; intra-organization innovation;; evolution of organization theory
摘要：The comparatively inflexible inner travel agency organization and the disputes among various interior departments have greatly hurt the customers' benefit and caused loss to customers in time and transaction costs. In order to solve these issues, the travel agency definitely needs to break up the boundaries of departments and hierarchies, creating cross-functional teams to transfer part of the value to their customers. However, it is easy for cross-functional teams to get into a dilemma for team members opportunism and exterior problems. It will be helpful in resolving the cross-functional team dilemma if the top management team (TMT) of a travel agency cares about the customer value from a strategic point of view and tries to avoid short-term actions.