On the Front Line: Organization of Work in the Information Economy (Cornell International Industrial and Labor Relations Reports)

By: Frenkel, Stephen J.; Shire, Karen A.; Korczynski, Marek; Tam, May

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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.

Title: On the Front Line: Organization of Work in the Information Economy (Cornell International Industrial and Labor Relations Reports)

Author Name: Frenkel, Stephen J.; Shire, Karen A.; Korczynski, Marek; Tam, May

Categories: Customer Service,

Publisher: ILR Press:

ISBN Number: 0801485673

ISBN Number 13: 9780801485671

Binding: PAPERBACK

Book Condition: Very Good

Seller ID: Z0801485673Z2

Description: 0801485673 Crisp, clean, unread paperback with light shelfwear to the covers and a publisher's mark to one edge - Nice!