On the Front Line (English, Stephen J. Frenkel | Marek Korczynski | Karen A. Shire)
by Stephen J. Frenkel | Marek Korczynski | Karen A. Shire
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About the Book
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 div…
ISBN: 9780801435874
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