Work organization, technology, and performance in customer service and sales.

The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as compared to mass production approaches to service delivery, among customer service and sales workers in a large unionized regional Bell operating company. Participation in self-managed teams was a...

Full description

Bibliographic Details

Published in:	Industrial & Labor Relations Review Vol. 52; no. 4; pp. 539 - 565
Main Author:	Batt, Rosemary
Format:	Article
Published:	Cornell University July 1999
Subjects:	Telephone company employees Customer services Telephone companies Total quality management Teams in the workplace Performance
Online Access:	View this record in EBSCOhost