Cornell International Industrial and Labor Relations Reports: On the Front Line (PDF)
Organization of Work in the Information Economy
(Sprache: Englisch)
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...
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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.
Bibliographische Angaben
- Autoren: Karen A. Shire , Marek Korczynski , May Tam , Stephen J. Frenkel
- 2018, 320 Seiten, Englisch
- ISBN-10: 1501724223
- ISBN-13: 9781501724220
- Erscheinungsdatum: 18.10.2018
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