This open access book examines the comparative evolution of social protection in Australia and New Zealand from 1890 to the present day, focusing on the relationship between employment relations and social policy. Utilising longstanding and more recent developments in historical institutionalist...

The importance of customer service is widely emphasized in business today. This book offers the first comprehensive analysis of the organization and dynamics of front-line work. The volume is based on a four-year study of over a thousand employees and eight leading companies in the United...