Employee and customer perceptions of service in banks: Replication and extension.

Schneider, Benjamin, Bowen, David E.·1985·Journal of Applied Psychology

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  12. Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate.
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  15. HRM – A Service Perspective: Towards a Customer‐focused HRM
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  16. COLLECTIVE CLIMATES: A TEST OF THEIR SOCIOPSYCHOLIGICAL SIGNIFICANCE.
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