TY - BOOK ID - 4858009 TI - On the front line : organization of work in the information economy AU - Frenkel, Stephen AU - Korczynski, Marek AU - Shire, Karen AU - Tam, May PY - 1999 SN - 0801435870 0801485673 1501724223 PB - Ithaca, NY : London. Cornell University Press, DB - UniCat KW - Work. KW - Production management. KW - Industrial sociology. KW - Service industries. KW - Travail KW - Production KW - Sociologie industrielle KW - Services (Industrie) KW - Gestion KW - Üretim yönetimi. KW - İş KW - Information society. KW - Work environment. UR - https://www.unicat.be/uniCat?func=search&query=sysid:4858009 AB - 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. ER -