<p>第二篇实在是找不到电子链接，请大家多多帮忙了！</p><p>[1]篇名：Factors influencing employee perceptions of customer service climate</p><p>期刊：Journal of Market-Focused Management;Vol 1,1996</p><p>作者：David J.Lux; Steven M.Jex; Curtiss P.Hansen</p><p>电子链接：<a href="http://www.springerlink.com/index/N32Q8765U3774X21.pdf">http://www.springerlink.com/index/N32Q8765U3774X21.pdf</a></p><p>[2]篇名：The climate for service: an application of the climate construct</p><p>期刊：Organizational climate and culture</p><p>作者：Schneider.Benjamin</p>