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Much current research fails to provide in-depth explanations as to how and with what resources frontline employees deal with incidents where customers display dysfunctional behaviour. By drawing on theory of implicit knowledge and practical judgement this paper aims to explain this and conceptualize inherent structures and sub-mechanisms, central to service marketing. The analysis is based on in-depth interviews and narratives from four different industries, each representing service provision wherein customer misbehaviour is found to be frequent. The results display linkages between the central dimensions of dealing with customer misbehaviour. When incidents of misbehaviour occur they are met by tactics ranging from routinized action to more analytical and strategic approaches. These tactics are guided by underlying mechanisms in the form of practical judgements based on rules, balanced adjustment or reflection, with the judgements in turn being informed by implicit knowledge based on norms, schemes, or multi-perspective thinking. The study reveals patterns of linkages between these.

Over the last few years, tensions have arisen over the cultural, religious, and physical "space" of Islam in Europe. This article explores how governments deal with such debates by examining the "Face of Mohammed" cartoon crisis in Denmark, the "Fitna" film in Holland, and the ban on minaret construction in Switzerland. The analysis shows how the tensions tend to decrease when governments create opportunities for actors to discuss their fears, hopes, and values. In contrast, tensions tend to escalate if governments are closely associated with the parties who are politicizing Islam, if basic values are invoked, and if only legal means are used to deal with differences. The cultural diversity of Europe is likely to persist, if not increase. Therefore, greater efforts are needed to find ways of dealing with differences in a constructive manner. Mediative approaches can help to deescalate tensions while respecting the core values and identities of the involved actors.

Mediation is a mystery. Some peace processes are successful, some are dismal failures, and most are a bit of both. The transition of a society from war to peace is extremely complex and difficult. The aim of this study is to partially "unpack" the mystery of mediation, in order to learn about the use of mediation in African peace processes during the last decade. The study analyzes 11 cases of mediation work in diverse conflict situations, with various parties and mediators, offering insights into the nuts and bolts of mediation in African peace processes.