On the front line : organization of work in the information economy
著者
書誌事項
On the front line : organization of work in the information economy
（Cornell international industrial and labor relations report, no. 35）
ILR Press, 1999
- : cloth
- : pbk
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注記
Includes bibliographical references (p. 288-304) and index
内容説明・目次
内容説明
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.
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