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Cultural Managment / Barker and Hartel 2004 Genral

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Volume 11 Number 1 2004

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Härtel, C. E. J., Hsu, A. C. F. & Boyle, M. (2002). A Conceptual examination of the causal sequences of emotional labor, emotional dissonance and emotional exhaustion: The argument for the role of contextual and provider characteristics. In N.

M. Ashkanasy, C. E. J. Härtel, & W. J. Zerbe (Eds.), Managing Emotions in the Workplace. Armonk, New York: M.E. Sharpe, pp. 251-275.

Human Rights and Equal Opportunity Commission Act 1986 (Cth).

Mano, H. & Oliver, R. 1993. Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling and satisfaction. Journal of Consumer Research, 20: 451-466.

Martin, C. L. & Adams, S. (1999). Behavioral biases in the service encounter: Empowerment by default? Marketing Intelligence & Planning, 17 (4): 192-201.

Maslach, C. (1982). Burnout: The cost of caring. Englewood Cliffs, NJ: PrenticeHall.

McCormick, A. E. & Kinloch, G. C. (1986). Interracial contact in the customer –clerk situation. The Journal of Social Psychology, 126 (4): 551–553.

Nemetz, P. L. & Christensen, S. L. (1996). The challenge of cultural diversity: Harnessing a diversity of views to understand multiculturalism. Academy of Management Review, 21 (2): 434-462.

Pires, G. D. & Stanton, J. (2000). Marketing services to ethnic consumers in culturally diverse markets: Issues and implications. Journal of Services Marketing, 14 (7): 607-618.

Powers, D. A. & Ellison, C. G. (1995). Interracial contact and black racial attitudes: The contact hypothesis and selectivity bias. Social Forces, 74 (1): 385-393.

Rafaeli, A. (1993). Dress and behavior of customer contact employees: A framework for analysis. Advances in Services Marketing and Management, 2: 175-211.

Riordan, C. M. & McFarlane Shore, L. (1997). Demographic diversity and employee attitudes: An empirical examination of relational demography within work units. Journal of Applied Psychology, 82 (3): 342-358.

Ryan, E. B. & Giles, H. (1982). Attitudes towards language variation: Social and applied contexts. London: Edward Arnold.

Shostak, G. L. (1985). Planning the service encounter. In Czepiel, J. A., Solomon, M. R. & Surprenant, C. F. (Eds.), The service encounter, 243-254. New York: Lenxington Books.

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Cross Cultural Management

Tajfel, H. & Turner, J. C. (1979). An integrative theory of intergroup conflict. In W.G. Austin & S. Worchel (Eds.), The social psychology of intergroup relations, 3347. Monterey: CA: Brooks Cole.

Varonis, E. M. & Gass, S. M. (1985). Miscommunication in native / nonnative conversation. In D. R. Preston. Sociolinguistics and second language acquisition. Series in language in society, 14: 327–343.

White, M. & Härtel, C. E. J. (2004). Understanding Cross-Cultural Negotiation: A Model Integrating Affective Events Theory and Communication Accommodation Theory. In C. E. J. Härtel, W. J. Zerbe & N. M. Ashkanasy (Eds.), Emotions in Organizational Behavior. Mahwah, NJ: Lawrence Erlbaum Associates, Inc.

Wittenbrink, B., Judd, C. M. & Park, B. (1997). Evidence of racial prejudice at the implicit level and its relationship with questionnaire measures. Journal of Personality and Social Psychology, 72 (2): 262–274.

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