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On the Front Line : Organization of Work in the Information Economy /
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, Au...
| Autores principales: | , , |
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| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Ithaca, NY :
Cornell University Press,
[2018]
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| Colección: | Cornell International Industrial and Labor Relations Reports
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| Temas: | |
| Acceso en línea: | Texto completo Texto completo |
| Sumario: | 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. |
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| Descripción Física: | 1 online resource (320 p.) : 29 tables, 6 charts/graphs |
| ISBN: | 9781501724220 9783110536171 |
| Acceso: | restricted access |