Linking service climate and customer perceptions of service quality: Tests of a causal model.

Benjamin N. Schneider, Susan Schoenberger White, Michelle C. Paul·1998·Journal of Applied Psychology
DOI 10.1037//0021-9010.83.2.150

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  3. Servicescapes: The Impact of Physical Surroundings on Customers and Employees
    Bitner, Mary Jo · 1992 · Journal of Marketing
  4. A national customer satisfaction barometer: the Swedish experience
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  5. Estimating within-group interrater reliability with and without response bias
    James, Lawrence R., Demaree, Robert G., Wolf, Gerrit · 1984 · Journal of Applied Psychology
  6. Levels issues in theory development, data collection and analysis
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