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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 |
MARC
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| 020 | |a 9781501724220 | ||
| 024 | 7 | |a 10.7591/9781501724220 |2 doi | |
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| 082 | 0 | 4 | |a 306.3/6 |2 21 |
| 100 | 1 | |a Frenkel, Stephen J., |e author. |4 aut |4 http://id.loc.gov/vocabulary/relators/aut | |
| 245 | 1 | 0 | |a On the Front Line : |b Organization of Work in the Information Economy / |c Karen A. Shire, Marek Korczynski, Stephen J. Frenkel, May Tam. |
| 264 | 1 | |a Ithaca, NY : |b Cornell University Press, |c [2018] | |
| 264 | 4 | |c ©1999 | |
| 300 | |a 1 online resource (320 p.) : |b 29 tables, 6 charts/graphs | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
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| 490 | 0 | |a Cornell International Industrial and Labor Relations Reports | |
| 505 | 0 | 0 | |t Frontmatter -- |t Contents -- |t List of Figures -- |t List of Tables -- |t Preface -- |t Abbreviations -- |t 1. INTRODUCTION -- |t 2. RESEARCH STRATEGY AND METHODOLOGY -- |t 3. WoRK RELATIONS -- |t 4. EMPLOYMENT RELATIONS -- |t 5. CONTROL RELATIONS -- |t 6. Co-WORKER RELATIONS -- |t 7. CUSTOMER RELATIONS -- |t 8. WORK ORGANIZATION: CONSEQUENCES AND CROSS-NATIONAL COMPARISONS -- |t 9. CONCLUSION -- |t Appendixes -- |t References -- |t Index |
| 506 | 0 | |a restricted access |u http://purl.org/coar/access_right/c_16ec |f online access with authorization |2 star | |
| 520 | |a 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. | ||
| 538 | |a Mode of access: Internet via World Wide Web. | ||
| 546 | |a In English. | ||
| 588 | 0 | |a Description based on online resource; title from PDF title page (publisher's Web site, viewed 02. Mrz 2022) | |
| 650 | 0 | |a Industrial sociology. | |
| 650 | 0 | |a Production management. | |
| 650 | 0 | |a Service industries. | |
| 650 | 0 | |a Work. | |
| 650 | 0 | |a Workflow |v Case studies. | |
| 650 | 4 | |a Business (General). | |
| 650 | 4 | |a Labor History. | |
| 650 | 4 | |a Sociology & Social Science. | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Labor. |2 bisacsh | |
| 700 | 1 | |a Korczynski, Marek, |e author. |4 aut |4 http://id.loc.gov/vocabulary/relators/aut | |
| 700 | 1 | |a Shire, Karen A., |e author. |4 aut |4 http://id.loc.gov/vocabulary/relators/aut | |
| 773 | 0 | 8 | |i Title is part of eBook package: |d De Gruyter |t Cornell University Press Archive Pre-2000 |z 9783110536171 |
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| 856 | 4 | 0 | |u https://degruyter.uam.elogim.com/isbn/9781501724220 |z Texto completo |
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