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Work Organization, Technology, and Performance in Customer Service and Sales
Home
Publications
Work Organization, Technology, and Performance in Customer Service and Sales
Work Organization, Technology, and Performance in Customer Service and Sales
RB
Rosemary Batt
Rosemary Batt
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1 July 1999
journal article
Published by
JSTOR
in
ILR Review
Vol. 52
(4)
,
539
https://doi.org/10.2307/2525063
Abstract
The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as compared to mass production approaches to service delive...
Keywords
CUSTOMER SERVICE
WORK ORGANIZATION
TECHNOLOGY
PERFORMANCE IN CUSTOMER
QUALITY MANAGEMENT
WEAKNESSES
MANAGED TEAMS
PRODUCTION APPROACHES
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Open Access
Cited by 102 articles