TY  - BOOK
AU  - Frenkel,Stephen J.
AU  - Korczynski,Marek
AU  - Shire,Karen A.
TI  - On the Front Line: Organization of Work in the Information Economy 
T2  - Cornell International Industrial and Labor Relations Reports
SN  - 9781501724220
U1  - 306.3/6 21
PY  - 2018///]
CY  - Ithaca, NY
PB  - Cornell University Press
KW  - Industrial sociology
KW  - Production management
KW  - Service industries
KW  - Work
KW  - Workflow
KW  - Case studies
KW  - Business (General)
KW  - Labor History
KW  - Sociology & Social Science
KW  - BUSINESS & ECONOMICS / Labor
KW  - bisacsh
N1  - Frontmatter --; Contents --; List of Figures --; List of Tables --; Preface --; Abbreviations --; 1. INTRODUCTION --; 2. RESEARCH STRATEGY AND METHODOLOGY --; 3. WoRK RELATIONS --; 4. EMPLOYMENT RELATIONS --; 5. CONTROL RELATIONS --; 6. Co-WORKER RELATIONS --; 7. CUSTOMER RELATIONS --; 8. WORK ORGANIZATION: CONSEQUENCES AND CROSS-NATIONAL COMPARISONS --; 9. CONCLUSION --; Appendixes --; References --; Index; restricted access
N2  - 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
UR  - https://doi.org/10.7591/9781501724220
UR  - https://www.degruyter.com/isbn/9781501724220
UR  - https://www.degruyter.com/document/cover/isbn/9781501724220/original
ER  -