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On the Front Line: Organization of Work in the Information Economy - Couverture rigide

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

 
9780801435874: On the Front Line: Organization of Work in the Information Economy
Couverture rigide
ISBN 10 : 0801435870 ISBN 13 : 9780801435874
Editeur : ILR Press, 1999

Synopsis

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.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l'auteur

Stephen J. Frenkel is a professor in the Australian Graduate School of Management at the University of New South Wales.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
ILR Press
Date d'édition
1999
Langue
anglais
ISBN 10 
0801435870
ISBN 13 
9780801435874
Reliure
Relié
Nombre de pages
320
Coordonnées du fabricant
non disponible
Personne responsable
non disponible