{"product_id":"on-the-front-line-9780801485671","title":"On the Front Line","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eThe 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...\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eA detailed and rigorously executed study of the nature of front-line work.... \u003ci\u003eOn the Front Line\u003c\/i\u003e will be essential reading for anyone interested in research on work. In a very positive way it raises as many questions as it answers.\u003c\/p\u003e -- Jim Kitay, University of Sydney * The Journal of Industrial Relations *\u003cbr\u003e\u003cp\u003eGiven 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.\u003c\/p\u003e -- Motohiro Morishima, Hitotsubashi University * Industrial and Labor Relations Review *\u003cbr\u003e\u003cp\u003eThe 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.\u003c\/p\u003e -- Kevin Ward, University of Manchester * Journal of Economic Geography *\u003cbr\u003e\u003cp\u003e\u003ci\u003eOn the Front Line\u003c\/i\u003e 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.\u003c\/p\u003e -- Amy S. Wharton, Washington State University * Contemporary Sociology *\u003cbr\u003e\u003cp\u003eAs 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.\u003c\/p\u003e -- Matthew Price * Lingua Franca *\u003cbr\u003e\u003cp\u003eThe shift from manufacturing to services has important implications for human resource management.... This study is a sophisticated, rigorous exploration of trends in employment.\u003c\/p\u003e * Choice *","brand":"Cornell University Press","offers":[{"title":"Default Title","offer_id":49405168582999,"sku":"9780801485671","price":30.4,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780801485671.jpg?v=1730488962","url":"https:\/\/bookcurl.com\/products\/on-the-front-line-9780801485671","provider":"Book Curl","version":"1.0","type":"link"}