Tekijä: | Batt, R. |
Otsikko: | Work organization, technology, and performance in customer service and sales |
Lehti: | Industrial and Labor Relations Review
1999 : JUL, VOL. 52:4, p. 539-564 |
Asiasana: | Telecommunications industry Quality Team work Organization Technology Customers Sales USA |
Kieli: | eng |
Tiivistelmä: | 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. |
SCIMA