Polite self-presentation is expected of call center agents even through they must convey complex and unfavorable information speedily via the telephone. This study identified and evaluated the use of response strategies that are strongly associated with courtesy. Data were drawn from 587...

Cultural intelligence is defined as an individual's ability to function effectively in situations characterized by cultural diversity. With contributions from eminent scholars worldwide, the "Handbook of Cultural Intelligence" is a 'state-of-the-science' summary of the body of knowledge about...

In this paper, we have endeavored to integrate the literature on psychological contracts with the literature on contingent work arrangements. After reviewing previous work on contingent employment, we illustrate how the dimensions of psychological contracts (stability, scope, tangibility, focus,...