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On the Front Line
  • Bandtyp: Inbunden
  • Språk: Engelska
  • Utgiven: 199906
  • Antal sidor: 320
  • Vikt i gram: 644
  • ISBN10:0801435870
  • ISBN13:9780801435874

On the Front Line

(Inbunden)
Beskrivning:

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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