Missing link in the service profit chain: a meta-analytic review of the antecedents, consequences, and moderators of service climate
Journal of Applied Psychology (2013) - Comment
pubmed: 23458337  doi: 10.1037/a0031666  issn: 1939-1854  issn: 0021-9010 

Ying Hong, Hui Liao, Jia Hu, Kaifeng Jiang