The importance of customer service is widely emphasized in business
today. This book offers the first comprehensive analysis of the
organization and dynamics of front-line work. The volume is based
on a five-year study of over a thousand employees and eight leading
companies in the United States, Australia, and Japan.
On the Front Line reveals similarities and differences found in
work environments -- such as variance in authority relations and
division of labor -- as well as significant contrasts between
management approaches used in Japan and those used in the United
States and Australia. By examining how work differs among service,
sales, and knowledge-based settings, it also shows how
bureaucratic, entrepreneurial, and network forms of organization
coexist in the informational economy.
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