Normal view MARC view ISBD view

On the front line: organization of work in the information economy

By: Frenkel, Stephen J.
Contributor(s): Korczynski, Marek | Shire, Karen A | Tam, May.
Series: Cornel international industrial and labor relations report n. Publisher: Ithaca ILR Press 1999Description: xv, 318 p.ISBN: 801485673.Subject(s): Work | Production management | Industrial sociology | Service industries | Workflow systems - Case studiesDDC classification: 306.36 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 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.
Tags from this library: No tags from this library for this title. Log in to add tags.
    average rating: 0.0 (0 votes)
Item type Current location Item location Call number Status Date due Barcode
Books Vikram Sarabhai Library
Slot 407 (0 Floor, West Wing) 306.36 F7O6 (Browse shelf) Available 166066
Books Vikram Sarabhai Library
Slot 407 (0 Floor, West Wing) 306.36 F7O6 (Browse shelf) Available 166883

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.

There are no comments for this item.

Log in to your account to post a comment.

Powered by Koha