On the Front Line: Organization of Work in the Information Economy
Stephen J. Frenkel,etc.,Marek Korczynski (Lecturer in Employment Relations, Loughborough University),Karen Shire (Associate Professor of Sociology, International Christian University, Tokyo, Japan),May Tam (Research Fellow, Department of Sociology, University of Hong Kong, China)
On the Front Line: Organization of Work in the Information Economy
Stephen J. Frenkel,etc.,Marek Korczynski (Lecturer in Employment Relations, Loughborough University),Karen Shire (Associate Professor of Sociology, International Christian University, Tokyo, Japan),May Tam (Research Fellow, Department of Sociology, University of Hong Kong, China)
The importance of customer service is widely emphasized in business. This text offers an analysis of the organization and dynamics of front-line work, based on a five-year study of over 1000 employees and eight leading companies in the USA, Australia and Japan. The book reveals similarities and differences found in work environments - such as variance in authority relations and division of labour - as well as significant contrasts between management approaches used in Japan and those used in the USA 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 co-exist in the informational economy.
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