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...

Descripción completa

Detalles Bibliográficos

Publicado en:	Industrial & Labor Relations Review Vol. 52; no. 4; pp. 539 - 565
Autor principal:	Batt, Rosemary
Formato:	Artículo
Publicado:	Cornell University July 1999
Materias:	Telephone company employees Customer services Telephone companies Total quality management Teams in the workplace Performance
Acceso en línea:	Ver este registro en EBSCOhost