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Barker, Sunita and Härtel, Charmine E. J. (2004) Intercultural service encounters: An exploratory study of customer experiences. Cross Cultural Management, 11 1: 3-14. 38  
Barker, Sunita. (2001). The interface of front-line employees and demographically diverse customers : implications for communication and customer satisfaction Master's Thesis, Graduate School of Management, The University of Queensland. 201 2
Hartel, Charmine E. J., Barker, Sunita and Baker, Nathan J. (1999) The role of emotional intelligence in service encounters: A model for predicting the effects of employee-customer interactions on consumer attitudes, intentions, and behaviours. Australian Journal of Communication, 26 2: 77-87. 143