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On the Front Lin : Organization of Work in the Information Economy.
・ISBN 978-0-8014-3587-4 hard US$ 145.00
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・ISBN 978-0-8014-8567-1 paper US$ 52.95
￥12,405.- (税込) ※（※）価格はご注文時の参考価格となります。
納品価格につきましては書籍の入荷時点で確定となります。
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| 著者・編者 | Frenkel, Stephen J. et al., |
|---|---|
| シリーズ | Cornell International Industrial and Labor Relations Report |
| 出版社 | (ILR Pr. / Cornell U. Pr., US) |
| 出版年月 | 1999 |
| ページ数 | 318 pp. |
| 言語 | ENG |
| ニュース番号 | ＜260-8754 250-11016＞ |
解説
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.