Download or read book On the Front Line written by Stephen Frenkel and published by Cornell University Press. This book was released on 1999 with total page 342 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of customer service is widely emphasized in business. This text offers an analysis of the organization and dynamics of front-line work, based on a five-year study of over 1000 employees and eight leading companies in the USA, Australia and Japan.