Name: On the Front Line: Organization of Work in the Information Economy (Cornell International Industrial and Labor Relations Reports) (en Inglés)
Price: 232.91 USD
Availability: InStock
Author: Stephen J. Frenkel; Marek Korczynski; Karen A. Shire; May Tam
ISBN: 9780801435874

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

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

Formato

Libro Físico

Editorial

Ilr Press

Autor

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

Idioma

Inglés

N° páginas

320

Encuadernación

Tapa Dura

ISBN13

9780801435874

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

Stephen J. Frenkel; Marek Korczynski; Karen A. Shire; May Tam (Autor) · Ilr Press · Tapa Dura

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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.