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Customer relationship management (CRM) strategies rely heavily on the importance and performance of the attributes that define a service. The aim of this paper is first to investigate the asymmetric relationship between performance of service attributes and customer satisfaction, and second, through a case study in the mobile telecommunication industry to prove that the importance of a service attribute is a function of the performance of that attribute.

An empirical study using questionnaires with a focus on service enquiring about the performance of service key attributes and overall customer satisfaction was conducted. The data were fed into the Kano customer satisfaction model and the importance‐performance analysis (IPA) method for analysis and comparison.

The results indicate that there is a dynamic relationship between service attributes and overall customer satisfaction. Service attributes have a different impact on customer satisfaction regardless of their classification. The importance of service attributes can be derived from their performance and this can be proved in the Mobile Telecommunication sector. Also this research concludes that the major weaknesses in the Mobile Telecommunication industry that cause the highest customer dissatisfaction are the range of phones, the accuracy of billing and payment, and the service plans, whereas the major strengths as a source of customer satisfaction are customer service quality, value for money and network performance.

The Kano model of customer satisfaction needs to be extended to other customer behaviour variables such as customer retention (e.g. purchase intention) and customer loyalty (e.g. word‐of‐mouth, feedback) for improved decision analysis. The paper does not include customer retention and loyalty factors.

The methodology employed here can be easily applied by marketers for evaluating customer behaviours and service quality performance for improved decision making and resource allocation.

There is little evidence that extensive work has been dedicated to studying the relationship between service attributes and customer satisfaction through Kano's model. The paper specifically investigates the applicability of the model and the key factors in the mobile telecommunication industry.

The purpose of this paper is to examine the increasingly important area of diversity management in multicultural settings. This paper examines several private organizations in the United Arab Emirates (UAE) as illustrative examples of the challenges facing global organizations seeking to utilise a hugely diverse labour force. The objective of the investigation is to shed more light on the intervening variables that connect diversity dimensions to personal attitudes on diversity.

A total of 406 employees from ten organizations operating in the UAE were selected based on their length of service and contract type. These participants completed questionnaires as a means of determining their attitudes towards diversity in the workplace. The data were subjected to principal component analysis from which a regression model was derived that associates intervening variables identified from the study with personal attitudes to diversity.

Three intervening variables (components) are found: commitment to the organization, frustration in the work environment and perceptions of respect and fairness. These are found to be correlated to personal attitudes to diversity in the workplace. Furthermore, location is found to be a differentiating factor in the context of commitment to the organization, with Dubai employees being more committed than those in Abu Dhabi – hence, both emirates expressed different views on diversity in the workplace.

Ensuring reliability of responses on such a sensitive topic, gaining access to a representative set of participant organizations and insufficient literature on related issues all impinged on the research investigation. The research has relevance to managers tasked with overseeing multicultural teams and human resource (HR) issues related to personal well‐being in the workplace.

The identification of intervening variables is an under‐researched area that now can take direction from the results of this investigation. Practitioners will have a better understanding of how to achieve more positive attitudes to diversity and thus, improve group dynamics in the workplace by targeting these intervening variables in HR policies.

The introduction to this special issue aims to describe the papers published in this volume as well as the setting of labour markets in the Arabian Gulf as the basis for the understanding the relationship between expatriates and the indigenous workforce.

First, the context is explained, followed by a description of the peculiarities of the research setting. Then, the articles in this special issue are described, followed by an outlook on the future of the expatriate‐citizen relationship and suggestions for future research in this area.

Thanks to the efforts of authors, reviewers, and the editors of this journal, every single one of the articles in this volume provides valuable insights from new perspectives on the theme of this special issue.

This special issue expands the understanding of a truly underrepresented topic.