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

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

Couverture souple

ISBN 10 : 0801485673 ISBN 13 : 9780801485671

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.

A propos du livre

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.

Détails de l'édition

• Éditeur: ILR Press
• Date d'édition: 1999
• Langue: anglais
• ISBN 10: 0801485673
• ISBN 13: 9780801485671
• Reliure: Broché
• Nombre de pages: 320
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible