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On the Front Line : Organization of Work in the Information Economy / Karen A. Shire, Marek Korczynski, Stephen J. Frenkel, May Tam.

By: Contributor(s): Material type: TextTextSeries: Cornell International Industrial and Labor Relations ReportsPublisher: Ithaca, NY : Cornell University Press, [2018]Copyright date: ©1999Description: 1 online resource (320 p.) : 29 tables, 6 charts/graphsContent type:
Media type:
Carrier type:
ISBN:
  • 9781501724220
Subject(s): DDC classification:
  • 306.3/6 21
Other classification:
  • online - DeGruyter
Online resources:
Contents:
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
Summary: 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.
Holdings
Item type Current library Call number URL Status Notes Barcode
eBook eBook Biblioteca "Angelicum" Pont. Univ. S.Tommaso d'Aquino Nuvola online online - DeGruyter (Browse shelf(Opens below)) Online access Not for loan (Accesso limitato) Accesso per gli utenti autorizzati / Access for authorized users (dgr)9781501724220

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 online access with authorization star

http://purl.org/coar/access_right/c_16ec

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.

Mode of access: Internet via World Wide Web.

In English.

Description based on online resource; title from PDF title page (publisher's Web site, viewed 26. Apr 2024)