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Peer reviewed Peer reviewed
ERIC Number: EJ587195
Record Type: Journal
Publication Date: 1999
Pages: N/A
Abstractor: N/A
ISBN: N/A
ISSN: ISSN-0019-7939
EISSN: N/A
Work Organization, Technology, and Performance in Customer Service and Sales.
Batt, Rosemary
Industrial and Labor Relations Review, v52 n4 p539-64 Jul 1999
Performance data on 223 customer-service and sales representatives showed that participation in self-managed teams correlated with significant improvement in service quality and 9.3% sales increase. New technology helped teams increase sales 17.4%. Total-quality management did not affect performance. Results show that group collaboration fosters continuous learning and tacit knowledge. (SK)
Descriptors: Job Performance, Office Automation, Sales Occupations, Self Directed Groups, Teamwork, Total Quality Management
Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A