1.[篇名]Climate for service and the moderating effects of climate strength on customer satisfaction, voluntary turnover, and profitability

[期刊]European Journal of Work &Organizational PsychologIssue 1; Mar2008, Vol. 17 Issue 1

[作者]Sowinski,David R; Fortmann,Kristen A; Lezotte,Daniel V

[电子链接]http://web.ebscohost.com/bsi/resultsadvanced?vid=3&hid=115&sid=f17d0ead-dd1f-4f3d-90a7-a0b75fa4b451%40sessionmgr108

2[篇名]Effect of service climate on service quality: an integrative model

[期刊]International Journal of Services Technology & Management;2007, Vol. 8 Issue 2/3

[作者]Gupta,Amit; Gannon,Martin J

[电子链接]http://web.ebscohost.com/bsi/resultsadvanced?vid=3&hid=115&sid=f17d0ead-dd1f-4f3d-90a7-a0b75fa4b451%40sessionmgr108

3.[篇名]Server emotional experiences and affective service delivery:mechanisms linking climate for service and customer outcomes

[期刊]Journal of Foodservice Business Research;2006, Vol. 9 Issue 2/3

[作者]Yongmei Liu; Jixia Yang

[电子链接]http://web.ebscohost.com/bsi/resultsadvanced?vid=3&hid=115&sid=f17d0ead-dd1f-4f3d-90a7-a0b75fa4b451%40sessionmgr108

4.[篇名]Reconceptualizing psychological climate in a retail service environment: a multiple stakeholder perspective

[期刊]Journal of Applied Psychology;Oct92, Vol. 77 Issue 5

[作者]Buke,Michael J; Borucki,Chester C; Hurley,Amy E

[电子链接]http://web.ebscohost.com/bsi/resultsadvanced?vid=3&hid=115&sid=f17d0ead-dd1f-4f3d-90a7-a0b75fa4b451%40sessionmgr108

5.[篇名]A passion for service: using content analysis to explicate service climate themes

[期刊]Journal of Applied Psychology;Oct92, Vol. 77 Issue 5

[作者]Schneider, Benjamin; Wheeler, Jill K; Cox, Jonathan F

[电子链接]http://web.ebscohost.com/bsi/resultsadvanced?vid=3&hid=115&sid=f17d0ead-dd1f-4f3d-90a7-a0b75fa4b451%40sessionmgr108

[此贴子已经被作者于2008-5-19 10:59:49编辑过]