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The current research takes an interdisciplinary approach to examine the role of emotions in the successful delivery of social services. Survey data collected from 533 frontline social service providers were subjected to regression analyses. Findings reveal that emotional intelligence mediates the relationship between emotional labor and job stress, which inturn impacts job performance. The findings suggest that an internal marketing orientation is needed to better match the organization's products (i.e., jobs) with its internal customers (employees), and in-turn improve the quality (job performance) of its offerings to its external customers.

The communication environment for buyer-seller interfaces is being transformed by a variety of new communication choices. The use of electronic mail in business today is especially prevalent. This investigation explores buyer and seller reactions to electronic mail use in buyer-seller relationships. Two studies conducted explore themes perceived by buyers and sellers regarding electronic mail use. From indepth interviews of sellers, some initial themes are developed. Second, a survey from a sampling frame of business-to-business sales people and organizational buyers advances the questions of benefits and barriers perceived to be associated with electronic mail use from both the organizational buyer and seller perspectives. From a sample of 103 buyers and 107 sellers, questions are raised about the communicative and relationship aspects that potentially influence the buyer-seller interface. Findings suggest sellers need to be attuned to individual buyers' views in order to benefit from the new communication options regarding communication choices.. . . organizations have embraced e-mail without always reflecting significantly on the effect that CMC may have on working practices. This investigator calls for more research to explore fundamental questions surrounding environments with predominant use of CMC in the form of e-mail, electronic meetings and conferences. In their qualitative examination

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