Description:
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...
Brief description: Stephen J. Frenkel is a professor in the Australian Graduate School of Management at the University of New South Wales.
Review Quotes:
A 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"