Service Culture

• A Cross-National and Cross-Cultural Approach to Global Market Segmentation: an Application Using Consumers’ Perceived Service Quality  (James Agarwal, Ruth Bolton, Naresh K. Malhotra)

• Delivering Bad News to Customers: the Roles of Employee Emotional and Technical Competencies In Emotionally Charged Service Encounters (Cécile Delcourt, Dwayne D. Gremler, Allard C. R. van Riel, Marcel van Birgelen)

• Employee Emotional Competence: Construct Conceptualization and Validation of a Customer- Based Measure (Cécile Delcourt, Allard C. R. van Riel, Marcel van Birgelen, Dwayne D. Gremler)

• The Changing Role of Employees In Service Theory and Practice: an Interdisciplinary View (David E. Bowen)

• The Impact of Mission Fulfillment On the Internal Audience: Psychological Job Outcomes In a Service Setting (Taewon Suh, Mark B. Houston, Steven M. Barney, Ik-Whan G. Kwon)