On the Front Line : Organization of Work in the Information Economy PDF
by Stephen J. Frenkel, Marek Korczynski, Karen A. Shire, May Tam
Part of the Cornell International Industrial and Labor Relations Reports series
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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.
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- Format:PDF
- Pages:320 pages
- Publisher:Cornell University Press
- Publication Date:18/10/2018
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- ISBN:9781501724220
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Information
-
Download Now
- Format:PDF
- Pages:320 pages
- Publisher:Cornell University Press
- Publication Date:18/10/2018
- Category:
- ISBN:9781501724220