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The research objective of this paper is to study the broad context of emotional labor and dissonance and its importance to service marketing. This knowledge would provide a better understanding of the factors that contribute to job performance and job satisfaction amongst high contact service workers.

A literature review is used to define and set out the main conceptual framework and propositions for further research.

Three key hypotheses divided into six sub parts are set out to test the relationships between emotional dissonance and customer orientation, job satisfaction and performance.

The study should be extended beyond the conceptual stage by the conduct of empirical research across high contact service workers in different businesses and industries and also to explore the role of geographical and cultural settings on emotional dissonance.

The managerial implications would extend to improving the recruitment of customer service employees and evaluating the effectiveness of staff training programs. It would also develop among human resources personnel a good understanding of the role of emotional dissonance and its contribution to employees' job satisfaction and performance.

This paper fills a gap in knowledge on the role of emotional dissonance among high contact service workers. It provides a sound multi disciplinary framework for the study of emotional dissonance in service marketing.

Many large companies in Asia are turning to market intelligence for input into their strategic management system and decision making. Conventional marketing research is increasingly viewed as being too narrowly focused on tactical and operational issues. It is characterized by an overriding concern with data rather than analysed information and the research is often conducted in response to an apparent market threat or opportunity rather than on an ongoing basis. This paper attempts to highlight the role of the Internet for market intelligence purposes. It proposes and demonstrates the marketing intelligence process, techniques and procedures, as illustrated by a case study on Creative Technology. Believes that the intelligent use of the Internet is strategically beneficial for both marketing research and intelligence.

Many articles have appeared about teenagers as a social and consumption group in various countries, especially in the West, emphasizing the teenagers’ lavish purchases of a great variety of goods, in particular branded products. Many marketers assume that a similar marketing mix and strategy would be correct to take in all their markets. However, the truth is far more complex and this article attempts to show this by drawing on empirical and secondary data from a wide variety of sources. Concludes that each generation of teenagers has its own global culture shaped by the familiar Western themes and values brought via the mass media. In addition there is the national culture and shared historical experiences which can only heighten social and cultural complexity in understanding the consumer culture of teenagers.

In recent years, world growth has slowed and markets have matured or become more protective. It appears that the only way for many companies to grow is at the expense of their competitors. Many large companies in Asia are turning to market intelligence for input into their strategic management system and decision making. The marketing intelligence cycle typically consists of directing, collecting, compiling, cataloguing, analysing and communicating data. The processing stage of intelligence gathering is the critical stage where the raw material is recorded and analyzed. In this article we use the SWOT framework for the analysis of a manufacturing industry – the lawn mower. This case illustrates how market intelligence could be used as an important and effective instrument for management planning, implementation and control.

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.

This paper aims to explore the interplay between burnout, national identity and career satisfaction among diplomats. In particular, the authors focus on the roles of home and host country identification as an emotional resource for overcoming the negative effects of job-related burnout.

Survey responses from 123 diplomats were used to assess the moderating role of home and host country identification on the relationship between burnout and career satisfaction.

Various combinations of high or low home or host country identification were tested, and the findings suggest that the negative effect of burnout on career satisfaction is reduced for those individuals that have high identification with both the home and the host country, while this is not the case for other combinations. This points to the beneficial effects of dual national identifications even for diplomats – a group that would normally be expected to identify strongly with the home country alone.

No existing study that the authors know of has explored the relationship between burnout, national identity and career satisfaction among diplomats or other types of expatriates. This is unfortunate because a better understanding of national identity could guide practitioners in finding ways to reduce the negative consequences of burnout in international organizations.