1. When customers disappoint: A model of relational internal marketing and customer complaints

   • Simon J. Bell
   • Bülent Mengüç
   • Sara L. Stefani

   OriginalPaper Pages: 112 - 126

2. Sales contest effectiveness: An examination of sales contest design preferences of field sales forces

   • William H. Murphy
   • Peter A. Dacin
   • Neil M. Ford

   OriginalPaper Pages: 127 - 143

3. The link between salespeople’s job satisfaction and customer satisfaction in a business-to-business context: A dyadic analysis

   • Christian Homburg
   • Ruth M. Stock

   OriginalPaper Pages: 144 - 158

4. Consumer cheating on service guarantees

   • Jochen Wirtz
   • Doreen Kum

   OriginalPaper Pages: 159 - 175

5. Price levels and price dispersion within and across multiple retailer types: Further evidence and extension

   • Fabio Ancarani
   • Venkatesh Shankar

   OriginalPaper Pages: 176 - 187

6. Goal-setting paradoxes? Trade-offs between working hard and working smart: The United States versus China

   • Eric Fang
   • Robert W. Palmatier
   • Kenneth R. Evans

   OriginalPaper Pages: 188 - 202

7. Reviews of books

   • Peggy Cunningham
   • Susan M. Keaveney

   ReviewPaper Pages: 203 - 211

8. Marketing and the law

   • Ann Morales Olazábal
   • Anita Cava
   • Linda Christiansen

   Announcement Pages: 212 - 214