| On the Front Line: Organization of Work in the Information Economy Contributor(s): Frenkel, Stephen J. (Author), Korczynski, Marek (Author), Shire, Karen A. (Author) |
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ISBN: 0801485673 ISBN-13: 9780801485671 Publisher: ILR Press OUR PRICE: $47.47 Product Type: Paperback - Other Formats Published: June 1999 Annotation: 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 five-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. |
| Additional Information |
| BISAC Categories: - Business & Economics | Reference - General - Business & Economics | Labor |
| Dewey: 306.36 |
| LCCN: 98-36539 |
| Series: Cornell International Industrial and Labor Relations Reports (Paperback) |
| Physical Information: 0.8" H x 6.17" W x 9.2" (1.07 lbs) 320 pages |
| Descriptions, Reviews, Etc. |
| Publisher Description: 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. |
Contributor Bio(s): Tam, May: - May Tam is a research fellow in the Department of Sociology at the University of Hong Kong.Frenkel, Stephen J.: - Stephen J. Frenkel is a professor in the Australian Graduate School of Management at the University of New South Wales.Korczynski, Marek: - Marek Korczynski is Chair in Sociology of Work at the Nottingham University Business School. He is coauthor of On the Front Line, also from Cornell, and Rhythms of Labour and author of Human Resource Management in Service Work.Shire, Karen A.: - Karen A. Shire is Associate Professor of Comparative Sociology and Japan Studies at the University of Duisburg, Germany. |