{ "item_title" : "On the Front Line", "item_author" : [" Stephen J. Frenkel", "Marek Korczynski", "Karen A. Shire "], "item_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 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.", "item_img_path" : "https://covers3.booksamillion.com/covers/bam/0/80/143/587/0801435870_b.jpg", "price_data" : { "retail_price" : "145.00", "online_price" : "145.00", "our_price" : "145.00", "club_price" : "145.00", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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