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...

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Detalles Bibliográficos
Autores principales: Frenkel, Stephen J. (Autor), Korczynski, Marek (Autor), Shire, Karen A. (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Ithaca, NY : Cornell University Press, [2018]
Colección:Cornell International Industrial and Labor Relations Reports
Temas:
Industrial sociology.
Production management.
Service industries.
Work.
Workflow > Case studies.
Business (General).
Labor History.
Sociology & Social Science.
BUSINESS & ECONOMICS / Labor.
Acceso en línea:Texto completo
Texto completo
Tabla de Contenidos:
  • Frontmatter
  • Contents
  • List of Figures
  • List of Tables
  • Preface
  • Abbreviations
  • 1. INTRODUCTION
  • 2. RESEARCH STRATEGY AND METHODOLOGY
  • 3. WoRK RELATIONS
  • 4. EMPLOYMENT RELATIONS
  • 5. CONTROL RELATIONS
  • 6. Co-WORKER RELATIONS
  • 7. CUSTOMER RELATIONS
  • 8. WORK ORGANIZATION: CONSEQUENCES AND CROSS-NATIONAL COMPARISONS
  • 9. CONCLUSION
  • Appendixes
  • References
  • Index

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