Description
Book SynopsisThe 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...
Trade ReviewA detailed and rigorously executed study of the nature of front-line work.... On the Front Line will be essential reading for anyone interested in research on work. In a very positive way it raises as many questions as it answers.
-- Jim Kitay, University of Sydney * The Journal of Industrial Relations *
Given the paucity of well-planned and capably executed research on the topic, this book makes a very important contribution to our understanding of factors that shape emerging 'front-line' work and workers.... Frenkel et al.'s five-year cross-national comparative study is the most comprehensive study of these workers to date.
-- Motohiro Morishima, Hitotsubashi University * Industrial and Labor Relations Review *
The aim of these rich chapters is to show that the world of work is more complex than has been captured in traditional studies.... Aside from being a great example of the virtues of organizational research, this book also demonstrates how difficult it is to make sense of the current transitions in the workplace.
-- Kevin Ward, University of Manchester * Journal of Economic Geography *
On the Front Line offers scholars of work organization and the new economy much food for thought. Its close, systematic attention to front-line jobs is especially valuable and needed.
-- Amy S. Wharton, Washington State University * Contemporary Sociology *
As the authors show, customer-service representatives must walk the delicate line between sincerity and disingenuousness: They must be friendly and helpful to demanding customers while watching out for their employers' interests.... A strong customer-service organization often makes the difference between a successful company and an unsuccessful one. On the Front Line shows us why.
-- Matthew Price * Lingua Franca *
The shift from manufacturing to services has important implications for human resource management.... This study is a sophisticated, rigorous exploration of trends in employment.
* Choice *
