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Trends and Research in the Decision Sciences: Best Papers from the 2014 Annual Conference by Merrill Warkentin, Decision Sciences Institute

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12. Managing Globally Diverse Service Employees in Segmented Markets

—H. Muge Yayla-Kullu, Lally School of Management, Rensselaer Polytechnic Institute

—Praowpan Tansitpong, Mahidol University International College

—Adelina Gnanlet, Mihaylo College of Business and Economics, California State University, Fullerton

—Christopher M. McDermott, Lally School of Management, Rensselaer Polytechnic Institute

—Jeffrey F. Durgee, Lally School of Management, Rensselaer Polytechnic Institute

Abstract

Cultural norms, beliefs, and values identify how people think, decide, and act, not only in their personal lives, but also while at work. Services are particularly affected by culture, because employees are often present during service delivery, and thus their ...

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