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- W3132337211 abstract "Over the last twenty years, the emergent work trends of teleworking and servicemanagement have evolved in parallel although developed from differing philosophy.Teleport development has tended to take a systems perspective, with a focus onhow organisations can improve internal work processes and reduce costs throughstructural redesign and technological support. Teleworking employees’ jobs arephysically changed, in terms of location, personal interaction, reporting procedures,direct supervision, etc. Service management considers the role of individuals andtheir behaviour toward affecting external customer perceptions of quality; thus, theemphasis is on employees who have contact with customers, supported throughredesign of their job functions and methods of supervision. Customer contactemployees themselves may be psychologically changed due to expandedresponsibilities. Although the perspectives behind these two work approaches maybe different (systematic and structural versus individual and interpersonal), teleportand service management may be quite complementary, such that each adds valueto the operations of the other and to the organisation as a whole." @default.
- W3132337211 created "2021-03-01" @default.
- W3132337211 creator A5006179391 @default.
- W3132337211 date "2002-01-31" @default.
- W3132337211 modified "2023-09-27" @default.
- W3132337211 title "TELEWORKING SERVICE MANAGEMENT" @default.
- W3132337211 cites W2126833778 @default.
- W3132337211 doi "https://doi.org/10.4324/9780203053089-19" @default.
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