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- catalog abstract "High performance work systems are those that achieve effectiveness by leveraging the skills and attitudes of their front-line employees. But it has been argued that the relevant skills and attitudes, and therefore high performance work systems themselves, differ depending on key characteristics of the work process. Though the customer/employee interface is critical in many service processes, other service processes rely critically on the interface among front-line employees. I argue that such work processes require a distinct competency -- relational coordination -- defined as coordination that is carried out with mindfulness of one's relationship to the overall work process and to other participants in that process. Using comparative case studies and small-sample correlational analysis from the airline industry, I develop a theory of high performance work systems that support relational coordination among front-line service workers.".
- catalog contributor b11257458.
- catalog contributor b11257459.
- catalog created "c1999.".
- catalog date "1999".
- catalog date "c1999.".
- catalog dateCopyrighted "c1999.".
- catalog description "High performance work systems are those that achieve effectiveness by leveraging the skills and attitudes of their front-line employees. But it has been argued that the relevant skills and attitudes, and therefore high performance work systems themselves, differ depending on key characteristics of the work process. Though the customer/employee interface is critical in many service processes, other service processes rely critically on the interface among front-line employees. I argue that such work processes require a distinct competency -- relational coordination -- defined as coordination that is carried out with mindfulness of one's relationship to the overall work process and to other participants in that process. Using comparative case studies and small-sample correlational analysis from the airline industry, I develop a theory of high performance work systems that support relational coordination among front-line service workers.".
- catalog description "Includes bibliographical references (p. 35-39).".
- catalog extent "43, [2] p. :".
- catalog isPartOf "Working paper (Harvard University. Graduate School of Business Administration. Division of Research) ; 99-127.".
- catalog isPartOf "Working paper / Division of Research, Harvard Business School ; 99-127".
- catalog issued "1999".
- catalog issued "c1999.".
- catalog language "eng".
- catalog publisher "[Boston] : Division of Research, Harvard Business School,".
- catalog title "Supporting relational coordination among front-line service workers : high performance systems for highly independent work / Jody Hoffer Gittell.".
- catalog type "text".