On the Front Line - Organization of Work in the Information Economy (Paperback)

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 four-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.This seminal analysis of work in the service sector offers both a benchmark for consultants working with customer-contact organizations and valuable information for anyone concerned with the changing nature of work."

General

Imprint:	ILR Press
Country of origin:	United States
Series:	Cornell International Industrial and Labor Relations Reports
Release date:	June 1999
First published:	June 1999
Authors:	Stephen J. Frenkel • Marek Korczynski • Karen A. Shire • May Tam
Dimensions:	235 x 155 x 18mm (L x W x T)
Format:	Paperback - Trade / Trade
Pages:	320
ISBN-13:	978-0-8014-8567-1
Categories:	Books > Social sciences > Sociology, social studies > Social institutions > Work & labour Books > Business & Economics > Business & management > Sales & marketing > Customer services
LSN:	0-8014-8567-3
Barcode:	9780801485671

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