search query: @indexterm Quality / total: 1290
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| Author: | Batt, R. |
| Title: | Work organization, technology, and performance in customer service and sales |
| Journal: | Industrial and Labor Relations Review
1999 : JUL, VOL. 52:4, p. 539-564 |
| Index terms: | Telecommunications industry Quality Team work Organization Technology Customers Sales USA |
| Language: | eng |
| Abstract: | In the paper, 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, are analyzed. This study represents a strong test of the efficacy of teams. |
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