Boundary Spanning Elements and the Marketing Function in Organizations
This book presents current research on boundary spanning elements. The editors bring together extant knowledge in the field and present a uniform narrative. Previous studies have often been disseminated across several academic disciplines like services ma
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ndary Spanning Elements and the Marketing Function in Organizations Concepts and Empirical Studies
Boundary Spanning Elements and the Marketing Function in Organizations
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Sunil Sahadev • Keyoor Purani • Neeru Malhotra Editors
Boundary Spanning Elements and the Marketing Function in Organizations Concepts and Empirical Studies
Editors Sunil Sahadev Salford Business School University of Salford Manchester United Kingdom
Keyoor Purani Indian Institute of Management Kozhikode Kerala India
Neeru Malhotra Aston Business School Birmingham United Kingdom
ISBN 978-3-319-13439-0 ISBN 978-3-319-13440-6 (eBook) DOI 10.1007/978-3-319-13440-6 Springer Cham Heidelberg New York Dordrecht London Library of Congress Control Number: 2015934008 © Springer International Publishing Switzerland 2015 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. Exempted from this legal reservation are brief excerpts in connection with reviews or scholarly analysis or material supplied specifically for the purpose of being entered and executed on a computer system, for exclusive use by the purchaser of the work. Duplication of this publication or parts thereof is permitted only under the provisions of the Copyright Law of the Publisher’s location, in its current version, and permission for use must always be obtained from Springer. Permissions for use may be obtained through RightsLink at the Copyright Clearance Center. Violations are liable to prosecution under the respective Copyright Law. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. While the advice and information in this book are believed to be true and accurate at the date of publication, neither the authors nor the editors nor the publisher can accept any legal responsibility for any errors or omissions that may be made. The publisher makes no warranty, express or implied, with respect to the material contained herein. Printed on acid-free paper Springer is part of Springer Science+Business Media (www.springer.com)
Contents
Managing Boundary Spanning Elements: An Introduction . . . . . . . . . . Sunil Sahadev, Keyoor Purani, and Neeru Malhotra Customer Cyberbullying: The Experiences of India’s InternationalFacing Call Centre Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Premilla D’Cruz and Ernesto Noronha A Study of Service Worker Burnout in Russia . . . . . . . . . . . . . . . . . . . . Mic
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