This paper identifies three potential barriers to career advancement in sales: being excluded from informal networks, a lack of cultural fit, and a lack of mentoring. Using a sample of 241 account executives and managers from an organization in the television broadcasting industry, study results...

A conceptual model of customer evaluations of service provision in continually delivered business service contexts (CDBS) is presented and empirically tested in the third-party logistics (3PL) industry. The study demonstrates the importance of considering specific aspects of service provision,...

This research investigates how contact employee–customer shared ethnicity affects face-to-face service encounters. Drawing on insights from cultural orientation literature, social identity theory, and resource exchange theory, the authors propose that encounters involving employees and...