16
ResNet Videotape Introduction
"Recently we began testing a new reservation system call ResNet with agents from several of our offices. At the end of the test, we sat down with these agents and asked them
their candid opinion of ResNet. Now we know that change can be difficult. But
what we found and what you're about to hear will hopefully show you that this is change for the
better. Our vision is that ResNet will improve customer service,
increase efficiency and revenue, and
ultimately make your job easier. Once again, you will be hearing from your peers¾agents
who have used this new system, giving
their honest opinion of ResNet"
(Crystal Knotek, 1995).