Final answer:
JetBlue's employees do need training to utilize the computerized reservation system.
Step-by-step explanation:
According to the Real World case, JetBlue's employees do need training to utilize the computerized reservation system. The case highlights that the company introduced the new system to improve efficiency and customer service, but many employees initially struggled to understand and use it effectively. JetBlue implemented training programs to help employees develop the necessary skills and knowledge to use the system, including classroom training, e-learning modules, and hands-on practice.
Training is essential to ensure that employees can navigate the reservation system smoothly, make accurate bookings, manage customer inquiries, and resolve issues efficiently. The case demonstrates that training can significantly impact employees' ability to utilize the system effectively and ultimately improve overall performance and customer satisfaction.