Former library copy. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.

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Bibliographic Details

Title: On the Front Line : Organization of Work in the Information Economy
Publisher: Cornell University Press
Publication Date: 1999
Language: English
ISBN 10: 0801435870
ISBN 13: 9780801435874
Binding: Hardcover
Condition: Very Good
Weight: 2.004 pounds

About this title

Synopsis

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.

About the Author

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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Better World Books (https://www.BetterWorldBooks.com) is a for-profit, socially conscious business and a global online bookseller that collects and sells new and used books online, matching each purchase with a book donation. Each sale generates funds for literacy and education initiatives in the U.S., the UK, and around the world. Since its launch in 2003, Better World Books has raised $33 million for libraries and literacy, donated over 32 million books, and reused or recycled more than 397 million books.

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