Ann C. Frost is an Associate Professor of Organizational Behaviour at the Ivey Business School at Western University in London, Ont. Prior to joining the school in 1995, Frost was a doctoral fellow at the Center for Industrial Competitiveness at the University of Massachusetts, Lowell, and a research associate at MIT’s Industrial Performance Center. She earned her BComm and MSc from the University of British Columbia and a Ph.D. in industrial relations from the Sloan School of Management, MIT. Frost’s research interests include workplace restructuring, dynamics in industrial relations, the high performance workplace, and knowledge management in services. Her research has been funded by the Russell-Sage and Rockefeller Foundations (changes in low skilled – low wage work in the American hospital industry) and SSHRC (job quality in Canadian call centres and care team interactions in Ontario intensive care units). Frost is also involved in a multi-year, SSHRC-funded Major Collaborative Research Initiative project entitled Rethinking Institutions for Work and Employment in the Global Era. She can be reached at email@example.com.