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On the Front Line: Organization of Work in the Information Economy

On the Front Line: Organization of Work in the Information Economy

by Frenkel, Stephen J
No customer reviews yet ISBN 9780801485671

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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Pub dateJun 22, 1999
ISBN-100801485673
ISBN-139780801485671
LanguageEnglish
Last updated 2026-03-17 08:59
$61.46
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