On the Front Line: Organization of Work in the Information Economy (Cornell International Industrial and Labor Relations Reports, 35, Band 35) - Softcover

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

 
9780801485671: On the Front Line: Organization of Work in the Information Economy (Cornell International Industrial and Labor Relations Reports, 35, Band 35)
Softcover
ISBN 10: 0801485673 ISBN 13: 9780801485671
Verlag: ILR Press, 1999

Inhaltsangabe

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.

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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Über die Autorin bzw. den Autor

Stephen J. Frenkel is a professor in the Australian Graduate School of Management at the University of New South Wales. Marek Korczynski is a lecturer in employment relations at Loughborough University. Karen A. Shire is Associate Professor of Comparative Sociology and Japan Studies at the University of Duisburg, Germany. May Tam is a research fellow in the Department of Sociology at the University of Hong Kong.

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Verlag
ILR Press
Erscheinungsdatum
1999
Sprache
Englisch
ISBN 10 
0801485673
ISBN 13 
9780801485671
Einband
Taschenbuch
Anzahl der Seiten
318
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
Nicht verfügbar

Weitere beliebte Ausgaben desselben Titels

9780801435874: On the Front Line: Organization of Work in the Information Economy (Cornell International Industrial and Labor Relations Reports, 35, Band 35)

Vorgestellte Ausgabe

ISBN 10:  0801435870 ISBN 13:  9780801435874
Verlag: Cornell University Press, 1999
Hardcover