一、中文部分
Yakovac, M. A. （1996）。「顧客滿意與績效評估」。世界經理文摘，85（9），134-193。
交通部觀光局（2014）。觀光旅館名錄〔線上資料〕。2014年3月7日，取自http://t-hotel.tbroc.gov.tw/roster/List.asp
行政院主計處（2014）。各業受雇員工統計重要指標。2014年7月，取自http://www.dgbas.gov.tw/ct_view.asp?xItem=36294&;ctNode=3367
行政院勞委會（2014）。102年職類別薪資調查資料。2014年7月，取自https://pswst.mol.gov.tw/psdn/
吳明隆（2008）。SPSS操作與應用-多變量分析實務。台北市: 五南圖書出版。
段裕斌（2005）。組織支持、領導—成員交換關係對組織公民行為與組織承諾之影響—全職、部分工時餐飲服務人員之比較。世新大學觀光學研究所碩士論文，未出版，新北市。
張偉豪（2011）。SEM論文寫作不求人。台北：鼎茂圖書出版股份有限公司。
畢威寧、詹定宇（2004）。從服務態度管理看論語仁本思想的實踐。台北市立師範學院學報，35（2），179-200。
陳孟修（1999）。零售業員工的人格特質與工作生活品質對組織承諾、工作投入、服務態度與工作績效的影響之研究。國立中山大學企業管理研究所博士論文，未出版，高雄市。
陳美伶（2005）。空中服務員之內外控人格特質、組織服務氣候與服務導向公民行為之關係研究—以本國航空公司為例。世新大學觀光學研究所碩士論文，未出版，新北市。
陳細鈿、蔡念儒、洪佳琳、郭慧貞（2010）。理想休閒、觀光及餐旅相關科系評選之研究。休閒產業管理學刊，3（3），14-35。游倬奇（2005）。內部行銷、顧客導向、組織承諾與工作滿足相關性研究－以典型、非典型聘僱餐飲服務人員為例。世新大學觀光學研究所碩士論文，未出版，新北市。
黃培文（2004）。工作適性的組織、群體及職務層次對工作滿意、工作績效與工作轉換意圖的同時效果—以台灣旅館業餐飲部員工為例。國立中山大學人力資源管理研究所博士論文，未出版，高雄市。楊非凡（2011）。餐飲業服務氣候, 倫理氣候, 倫理道德觀, 服務破壞與服務導向組織公民行為關係之探討。銘傳大學觀光事業學系研究所碩士論文，未出版，桃園縣。
賴其勛、游志清、楊靜芳（2005）。旅館業服務接觸中顧客滿意與不滿意之來源。顧客滿意學刊，1（1），31-50。鍾莉容（2009）。知覺組織支持、組織認同與服務導向組織公民行為之研究-以某國際觀光旅館為例。國立高雄師範大學人力與知識管理研究所碩士論文。未出版，高雄市。
嚴長壽（2002）。御風而上。台北：寶瓶文化事業有限公司發行。
蘇弘文（2004）。個人與環境主觀適配之前因與後果。國立台灣科技大學企業管理研究所碩士論文，未出版，台北市。
二、外文部分
Adkins, C. L., Ravlin, E. C., &; Meglino, B. M. (1996). Value of congruence between co-workers and its relationship to work outcomes. Group &; Organization Management, 21, 439-460.
Akan, P. (1995). Dimension of service quality: A study in Istanbul. Managing Service Quality. 5(6), 39-43.
Anderson, N. R., &; West, M. A. (1994). The team climate inventory: Manual Users’Guide. Windsor (UK): Assessment Service for Employment, NFER-Nelson.
Anderson, N. R., &; West, M. A. (1996). The team climate inventory: The development of the TCI and its applications in teams building for innovativeness. European Journal of Work and Organizational Psychology, 5, 53-66.
Anderson, N. R., &; West, M. A. (1998). Measuring climate for work group innovation: Development and validation of the team climate inventory. Journal of Organization Behavior, 19, 235-257.
Andrews, T. L., &; Rogelberg, S. G. (2001). A new look at service climate: Its relationship with owner service values in small businesses. Journal of Business and Psychology, 16(1), 119–31.
Ashforth, B. E., Kulik, C. T., &; Tom, M. A. (2008). How service agents manage the person-role interface. Group &; Organization Management, 33, 5-45.
Autry, C. W., &; Daugherty, P. J. (2003). Warehouse operations em-ployees: Linking person-organization fit, job satisfaction, and coping responses. Journal of Business Logistics, 24(1), 171-197.
Avolio, B. J., Yammarino, F. J., &; Bass, B. M. (1991). Identifying common methods variance with data collected from a single source: An unresolved sticky issue. Journal of Management, 17, 571-587.
Babakus, E., Yavas, U., Karatepe, O. M., &; Avci, T. (2003). The effect of management commitment to service quality on employee’ affective and performance outcomes. Journal of the Academy of Marketing Science, 31(3), 272-286.
Bagozzi, R. P., &; Yi, Y. (1988). On the evaluation of structure equations models, Academic of Marketing Science, 16(1), 76-94.
Bagozzi, R. P., Davis, F. D., &; Warshaw, P. R. (1992). Extrinsic and intrinsic motivation to use computer in the workplace. Journal of Applied Social Psychology, 22(14), 1109-1130.
Baker D. A., &; Fesenmaier D. R. (1997). Effects of service climate on managers' and employees' rating of visitors' service quality expectations. Journal of Travel Research, 36, 15
Bentler, P. M., &; Bonett, D. G. (1980). Significance tests and goodness-of-fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 588-606.
Bentler, P. M., &; Hu, L. (1999), Cutoff criteria for fit indexes in covariance structure analysis: Conventional crite ria versus new alternatives. Structural Equation Modeling, 6(1), 1-55.
Berry &; Parasuraman (1991). Marketing services: competing through quality. New York, NY: The Free Press.
Berry, L. L., Zeithaml, V. A., &; Parasuraman, A. (1990). Five imperatives for improving service quality. Sloan Management Review, 29, 29-38.
Bitran, G. R., &; Hoech J. (1990). The humanization of service: Respect at the moment of truth. Sloan Management Review, 31(2), 89–96.
Borucki, C. C., &; Burke, M. J. (1999). An examination of service-related antecedents to retail store performance. Journal of Organizational Behavior, 20(6), 943.
Bowen, D. E., &; Cummings T. G. (1990). Suppose we took service seriously? In D. E. Bowen, R. P. Chase, T. G. Cummings (Eds.). Service management effectiveness (pp.1-14). San Francisco, CA: Jossey-Bass Publishers.
Bowen, D. E., Ledford, G. E. Jr., &; Nathan, B. R. (1991). Hiring for the organization not the job. Academy of Management Executive, 5(1), 31-51.
Brehm, S. S., Kassin, S., &; Fein, S. (2006). Social psychology. New York, NY: Houghton Mifflin Company.
Burch, G. St. J., &; Anderson, N. (2004). Measuring person-team fit: Development and validation of the team selection inventory. Journal of Managerial Psychology, 19(4), 406-426.
Cable, D. M., &; DeRue, D. S. (2002). The convergent and discriminant validity of subjective fit perceptions. Journal of Applied Psychology, 87(5), 875-884.
Cable, D. M., &; Edwards, J. R. (2004). Complementary and supplementary fit: A theoretical and empirical integration. Journal of Applied Psychology, 89(5), 822-834.
Cable, D. M., &; Judge, T. A. (1996). Person-organization fit, job choice decisions, and organizational entry. Organizational Behavior &; Human Decision Processes, 67(3), 294-311.
Campion, M. A., Medsker, G. J., &; Higgs A. C. (1993). Relations between work group characteristics and effectiveness: Implications for designing effective work groups. Personnel Psychology, 46, 823-850.
Carmeli, A. (2008). Top management team behavioral integration and the perfor¬mance of service organizations. Group &; Organization Management, 33, 712-735.
Chiang, C. F., &; Jang, S. (2008). An expectancy theory model for hotel employee motivation. International Journal of Hospitality Management, 27(4), 313-322.
Chin, W. W., &; Todd, P. A. (1995). On the use, usefulness, and ease of use of structural equation modeling in MIS research: A note of caution. MIS Quarterly, 19(2), June, 237-246.
Choi, C. H., Kim, T., Lee, G., &; Lee, S. K. (2014). Testing the stressor-strain-outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance. International Journal of Hospitality Management, 36, 272–285.
Collier, D. A. (1994). The Service Quality Solution. Irwin, New York, NY.
Cuieford, J. P. (1965). Fundamental statistics in psychology and education. New York, NY: McGraw Hill.
Davidson, M. C. G. (2003). Does organizational climate add to service quality in hotels? International Journal of Contemporary Hospitality Management, 15, 206-213.
Deeter-Schmelz, D. R., &; Ramsey, R. P. (2003). An investigation of team information processing in service teams: exploring the link between teams and customers. Journal of the Academy of Marketing Science, 31(4), 409–424.
Dimitriades, Z. S. (2007). The influence of service climate and job involvement on customer-oriented organizational citizenship behavior in Greek service organiza¬tions: A survey. Employee Relations, 29, 469-491.
Dittman, D. D. (1999). The decade of human resources. Cornell Hotel and Restaurant Quarterly, 40, 2.
Elmadag, A. B., Ellinger A. E., &; Franke G. R. (2008). Antecedents and consequences of frontline service employee commitment to service quality. Journal of Marketing Theory and Practice, 16(2), 95-110.
Fitzsimmons, J. A., &; Fitzsimmons, M. J. (1994). Service management for competitive advantage. New York, NY: McGraw-Hill.
Fitzsimmons, J. A., &; Maurer, G. B. (1991). A walk-through-audit to improve resturant performance. Cornell H.R.A. Quarterly. February, 95-99.
Forrester, R. (2000). Empowerment: Rejuvenation a potent iIdea. Academy of Management Executive, 14 (3), 67-80.
French, J. R. P., Jr., Caplan, R. D., &; Harrison, R. V. (1982). The mechanisms of job stress and strain. New York, NY: John Wiley and Sons.
Geller, A. N. (1985). Tracking the critical success factors for hotel companies. Connell Hotel and Restaurant Administration Quarterly, 25(4), 76-81.
Giardini, A., &; Frese, M. (2008). Linking service employees’ emotional competence to customer satisfaction: A multilevel approach. Journal of Organizational Behavior, 29, 155-170.
Gracia, E., Cifre, E., &; Grau, R. (2010). Service quality: The key role of service climate and service behavior of boundary employee units. Group &; Organization Management, 35(3), 276-298.
Gronroos (1982). An Applied Service Marketing Theory. Harvard Business Review, Septembler-October, 65-75.
Gronroos, C. (1990). Service management and marketing: Managing the moments of truth in service competition. Lexington, MA: Lexington Books.
Guzzo, R., &; Salas, E. (1995). Team Effectiveness and Decision Making in Organizations. San Francisco, CA: Jossey-Bass.
Ha, J., &; Jang, S., (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520–529.
Hair, J. F., Anderson, R. E., Tatham, R. L., &; Black, W. C., (1998). Multivariate data analysis with reading. (3rd ed.) Macmillan Publishing Company, New York, NY.
Hair, J. F., Black, B., Babin, B., Anderson, R. E., &; Tatham, R. L. (2005). Multivariate data analysis. 6thed, Upper Saddle River, NJ: Prentice Hall.
Hartline, M. D., &; Ferrell, O. C. (1996). The management of customer–contact service employees: An empirical investigation. Journal of Marketing, 60 (4), 52–70.
Hayes, D. K., Ninemeier, J. D., &; Miller, A. A. (2012). Foundations of lodging management (2nd ed.). Upper Saddle River, NJ: Prentice Hall.
Haywood-Farmer, J. (1988). A Conceptual Model of Service Quality. International Journal of Operations &; Production Management, 19-29.
Heskett, J. L., &; Schelsinger, A. (1994). Putting the service profit chain to work. Harvard Business Review, 72(2), 164-172.
Hobman, E. V., Bordia, P., &; Gallois, C. (2003). Consequences of feeling dissimilar from others in a work team. Journal of Business and Psychology, 17, 301-325.
Hoerr, J. (1989). The payoff from teamwork. Business Week, July, 56-62.
Hogan, R., &; Hogan, J. (1992). Hogan personality inventory manual. Tulsa, OK: Hogan Assessment Systems.
Homburg, C., Wieseke, J., &; Hoyer, W. D. (2009). Social identity and the service-profit chain. Journal of Marketing, 73(2), 38–54.
Hussey, J., Holden, M., &; Lynch, P. (2011). A conceptualization of professionalism in tourism. Paper presented at the 29th EUROCHRIE Conference, Dubrovnick, Croatia. Retrieved from http://repository.wit.ie/1678/
Hyun, S. S. (2010). Predictors of relationship quality and loyalty in the chain restaurant industry. Cornell Hospitality Quarterly, 51 (2), 251–267.
Judge, T. A., &; Bono, J. E. (2001). Relationship of core self-evaluation-self-esteem, generalized self-efficacy, locus of control, and emotional stability with job satisfaction and job performance: A meta-analysis. Journal of Applied Psychology, 86(1), 80-92.
Judge, T. A., &; Kristof-Brown, A. L. (2004). Personality, interactional psychology, and person-organization fit. In B. Schneider &; D.B. Smith (Eds.). Personality and Organizations. (pp.87-109). Mahwah, NJ: Lawrence Erlbaum Associates.
Juran, J. M. (1974). A universal approach to managing for quality. Quality Progress, 19-24.
Karatepe, O. M. (2012). The effects of coworker and perceived organizational support on hotel employee outcomes: the moderating role of job embeddedness. Journal of Hospitality &; Tourism Research. 36, 495–516.
Katz, D., &; Kahn, R. L. (1978). The social psychology of organizations. 2nd edition, New York, NY: Wiley.
Katz, D., &; Stotland, E. (1959). A preliminary statement to a theory of attitude structure and change. In S. Koch (Ed.). Psychology: A study of a science (pp.423-475). New York, NY: McGraw-Hill.
Katzenbach, J. R., &; Smith, D. K. (1993). The discipline of teams. Harvard Business Review, 71 (March-April), 111-146.
Keavency, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59, 71-82.
Kelley, S. W., Hoffman K. D., &; Davis M. A., (1993). A typology of retail failures and recoveries. Journal of Retailing, 69(4): 429-52.
Kim, H. J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27, 151-161.
Kim, H. J., McCahon, C., &; Miller, J. (2003). Service orientation for contact employees in Korean casual-dining restaurants. International Journal of Hospitality Management , 22, 67-83.
Kim, W. G., Ng, C. N., &; Kim, Y. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17.
Klimoski, R. J., &; Jones, R. G. (1995). Staffing for effective group decision making: Key issues in matching people and teams. In R. Guzzo &; E. Salas. (Eds.). Team effectiveness and decision making in organizations. (pp.291-332). San Francisco, CA: Jossey-Bass.
Ko, W. H. (2012). The relationships among professional competence, job satisfaction and career development confidence for chefs in Taiwan. International Journal of Hospitality Management. 31 (3), 1004–1011.
Kolenko, T. A., &; Aldag, R. J. (1989). Congruence perceptions and managerial career/work outcomes: An exploratory analysis. Paper presented at the meeting of the National Academy of Management.
Kralj, A., &; Solnet, D. (2010). Service climate and customer satisfaction in a casino hotel: An exploratory case study. International Journal of Hospitality Management, 29(4), 711-719.
Kren, L. (1992). The moderating effects of locus of control on performance incentives and participation. Human Relations, 45(9), 991-1012
Kristof, A. L. (1996). Person-organization fit: An integrative review of its conceptualizations, measurement, and implications. Personnel Psychology, 49(1), 1-49.
Kristof-Brown, A. L., &; Stevens, C. K. (2001). Goal congruence in project teams: Does the fit between members’ personal mastery and performance goals matter? Journal of Applied Psychology, 86, 1083-1095.
Kristof-Brown, A. L., Jansen, K. J., &; Colbert, A. E. (2002). A policy-capturing study of the simultaneous effects of fit with jobs, groups, and organizations. Journal of Applied Psychology, 87, 985-993.
Kristof-Brown, A. L., Zimmerman, R. D., &; Johnson, E. C. (2005). Consequences of individuals’ fit at work: A meta-analysis of person–job, person–organization, person–group, and person–supervisor fit. Personnel Psychology, 58, 281-342.
Larsen, S., &; Bastiansen, T. (1991). Service attitude in hotel &; restaurant staff and nurses. International Journal of Contemporary Hospitality Management, 4(2), 27-31.
Lauver, K. J., &; Kristof-Brown, A. (2001). Distinguishing between employees’ perceptions of person-job and person-organization fit. Journal of Vocational Behavior, 59(3), 454-470.
Lee, J., &; Ok, C. (2013). Examination of factors affecting hotel employees' service orientation: An emotional labor perspective. Journal of Hospitality &; Tourism Research. Retrieved from http://jht.sagepub.com/content/early/2013/07/01/1096348013491593.full.pdf
Lee, K. A. (2005). The effects of locus of control and organizational structure on job satisfaction and turnover intention of hotel managerial employees. Unpublished dissertation, Oklahoma State University.
Lee-Ross, D. (1999). A comparison of service predispositions between NHS nurses and hospitality workers. International Journal of Health Care Quality Assurance, 12(3), 92-97.
Lee-Ross, D., &; Pryce, J. (2005). A preliminary study of service predispositions amongst hospitality workers in Australia. Journal of Management Development, 24(5), 410-420.
Lehtinen, U., &; Lehtinen, J. (1982). Service quality: A study of quality dimensions. Research Report, Helsinki: Service Management Institute, Finland OY.
Lele, M. M., &; Sheth, J. N. (1993). The customer is key. New York, NY: John Wiley Sons Inc.
Lewis B. R., &; Gabrielsen G. O. S. (1998). Intra-organizational aspects of service quality management: The employees’ perspective. The Service Industry Journal, 18 (2), 64-89.
Lewis, R. C. (1989). Hospitality marketing: The internal approach. The Connell Hospitality and Restaurant Administration Quarterly, 30(3), 41-45.
Liao, H., &; Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58.
Little, M. M., &; Dean, A. M. (2006). Links between service climate employee com¬mitment and employees’ service quality capability. Managing Service Quality, 16, 460-476.
Liu, C. M. (2007). The early employment influences of sales representatives on the development of organizational commitment. Employee Relations, 29(1), 5-15.
Lytle, R. S., &; Timmerman, J. E. (2006), Service orientation and performance: An organizational perspective. Journal of Services Marketing, 20(2), 136-47.
Martin, W. B. (1986). Defining what quality service is for You. Cornell Hotel and Restaurant Administration Quarterl, 32-38.
McCulloch, M. C., &; Turban, D. B. (2007). Using Person-organization fit to select employees for high turnover jobs. International Journal of Selection and Assessment, 15(1), 63-71.
McFletcher, D. (1996), Teaming by design: Real team for real people, Chicago, IL: Irwin Professional Publish.
Mee C. L. (1999). Leading questions and sensible solutions, nursing management. Human Performance Focus, 30(2).
Mitchell, T. R. (1979). Organizational behavior. Annual Review of Psychology, 22, 426-435.
Mittal, B., &; Lassar, W. M. (1996). The role of personalization in service encounters. Journal of Retailing, 72(1), 95–109.
Mohammed, S., &; Angell L. C. (2003). Personality heterogeneity in teams: Which differences make a difference for team performance? Small Group Research, 34, 651-677.
Moynihan, L. M., &; Peterson, R. S. (2004). The role of personality in groups processes. Personality and organizations Mahwah, 51(3), 317-345.
Mulaik, S. A., James, L. R., Van Alstine, J., Bennet, N., Lind, S., &; Stilwell, C. D. (1989). Evaluation of goodness-of-fit indices for structural equation models. Psychological Bulletin, 105 (3), 430-45.
Narver, J. C., &; Slater, S. F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54, 20-35.
Nickson, D., Warhurst, C., &; Dutton, E. (2005). The importance of attitude and appearance in the service encounter in retail and hospitality. Managing Service Quality, 15(2), 95-208.
Nunnally, J. C. (1967). Psychometric theory. New York, NY: McGraw-Hill.
O’Reilly, C. III, &; Chatman, J. (1986). Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior. Journal of Applied Psychology, 71(3), 492-499.
Olshavsky, R. W. (1985). Perceived quality in consumer decision making: An integrated theoretical perspective, in J. Jocoby &; J. Olson (Eds.). Perceived quality (pp.3-29). Lexington, MA: Lexington Books,.
Owens, P. L., Jr. (2006). One more reason not to cut your training budget: The relationship between training and organizational outcomes, Public Personnel Management, 35(2), 163-171.
Owens, W. A., &; Schoenfeldt, L. F. (1979). Toward a classification of persons. Journal of Applied Psychology, 64(5), 569-607.
Parasuraman, A. (1987). Customer-oriented corporate cultures are crucial to services marketing success. Journal of Services Marketing, 1(Summer), 1, 39-46.
Parasuraman, A., Zeithaml, V. A., &; Berry, L. L. (1985). A conceptual model of service quality and its implications for future reseach. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V. A., &; Berry, L. L. (1988). Assessing the effects of quality, value and customer satisfaction on customer behavioral intentions in service environments. Journal of Retailing, 76, 193-218.
Pearce, J. A., &; Ravlin, E. C. (1987). The design and activation of self-regulating work groups. Human Relations, 40, 751-782.
Pervin, L. A. (1968). Performance and satisfaction as a function of individual-environment fit. Psychological Bulletin, 69(9), 56-68.
Posthuma, R. A., Morgeson, F. P., &; Campion, M. A. (2002). Beyond employment interview validity: A comprehensive narrative review of recent research and trends over time. Personnel Psychology, 55, 1-81.
Prince, J. T., &; Simon, D. H., (2009). Multimarket contact and service quality: Evidence from on-time performance in the US airline industry. Academy of Management Journal , 52, 336-354.
Riordan, C. M. (2000). Relational demography within groups: Past developments, contradictions, and new directions. In K. M. Rowland &; G. R. Ferris (Eds.). Research in Personnel and Human Resource Management, 19, 131-173. Stamford, Connecticut: JAI Press.
Roberts, J. A., Richard S. L., &; Lawrence B. C. (1997). Salespeople and stress：The moderating role of locus of control on work stressors and felt stress. Journal of Marketing theory and Practice, 5(3), 93-108.
Rosander, A. C. (1980). Service industry QC-IS the challenge being met. Quality Progress, 13, 34-35.
Rotter, J. B. (1966). Generalized expectancies for internal versus external control of reinforcement. Psychological Monographs, 33(1), 300-303.
Salanova, M., Agut, S., &; Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate. Journal of Applied Psychology, 90, 1217-1227.
Samson, M. (1990). Service stinks. Restaurant Hospitality, 74(4), 183-188.
Sasser, W. E., Olsen, R. P., &; Wyckoff, D. D. (1978). Management of Service Operations: Text, Case and Readings. Boston, MA: Ally and Bacon.
Schiffman, L. G., &; Kanuk, L. L. (1994). Consumer behavior. Englewood Cliffs, N J: Prentice–Hall, Inc.
Schneider, B. &; Bowen, D. E. (1993). The service organization：Human resources management is crucial. Organizational Dynamics, 21, 39-52.
Schneider, B. &; Bowen, D. E. (1995). Winning the service game. Boston Harvard Business School Press.
Schneider, B. (1990). The climate for service: An application of the climate construct. In B. Schneider(Ed.). Organizational climate and culture. (pp.383-412). San Francisco: Jossey Bass.
Schneider, B., Hayes, S., Lim, B.C., Raver, J. L., Godfrey, E., &; Huang, M. et al. (2003). The human side of strategy: employee experiences of strategic alignment in a service organization. Organizational Dynamics, 32(2), 122-141.
Schneider, B., Parkington, J. J., &; Buxton, V. M. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25, 252-267.
Schneider, B., Salvaggio, A. M., &; Subirats, M. (2002). Climate strength: A new direction for climate research. Journal of Applied Psychology, 87, 220–229.
Schneider, B., Wheeler, J. K., &; Cox, J. F. (1992). A passion for service: Using content analysis to explicate service climate themes. Journal of Applied Psychology, 77, 705-716.
Schneider, B., White, S. S., &; Paul, M. C. (1998). Linking Service Climate and Customer Perceptions of Service Quality：Test of a causal model. Journal of Applied Psychology, 83, 150-163
Sobel, M. E. (1982). Asymptotic confidence intervals for indirect effects in structural equation models. In S. Leinhardt (Ed.). Sociological methodology. (pp.290–312). Washington, DC: American Sociological.
Spector, P. E. (1982). Behavior in organizations as a function of employee’s locus of control. Psychological Bulletin, 91, 482-497.
Spector, P. E. (1987). Interaction effects of perceived control and job stressors on affective reactions and health outcomes for clerical workers. Work &; Stress, 1, 155-164.
Stevens, P., Kuntson, B., &; Patton, M. (1995). A tool for measuring service quality in restaurant. Cornell Hotel and Restaurant Administration Quarterly. 36(2), 56-60.
Stutts, A. T. (2001). Hotel and lodging management. New York, NY: John Wiley &; Sons, Inc.
Surprenant, C. F., &; Solomon , M. R. (1987). Predictability and personalization in the service encounter. Journal of Marketing, 51 (April), 86-96.
Taris, R., &; Feij, J. A. (2000). Longitudinal examination of the relationship between supplies-values fit and work outcomes. Paper presented at the 15th annual conference of the Society for Industrial and Organizational Psychology, New Orleans, LA.
Tornow, W. W., ＆ Wiley, J. W. (1991). Service quality and management practices: A look at employee attitude, customer satisfaction, and bottom-line consequence. Human Resource Planning, 14(2), 105-115.
Trice, H. M., &; Beyer, J. M. (1993). The cultures of work organizations. Englewood Cliffs, NJ: Prentice-Hall.
Tsaur, S., &; Lin, Y. (2004). Promoting service quality in tourist hotels: The role of HRM practices and service behavior. Tourism Management, 25, 471-481.
Tuominen, M., Moller, K., &; Rajala, A. (1997). Marketing capability: A nexus of learning-based resources and a prerequisite for market orientation. Proceedings of the Annual Conference of the European Marketing Academy, May, 1220-40.
Weldon, E., &; Weingart, L. R. (1993). Group goals and group performance. British Journal of Social Psychology, 32(4), 307-334.
Werbel, J. D., &; Johnson, D. J. (2001). The use of person-group fit for employment selection: A missing link in person-environment fit. Human Resource Management, 40(3), 227-240.
West, M. A. (1990). The social psychology of innovation in groups. In M.A. West &; J. L. Farr (Eds.). Innovation and creativity at work: Psychological and organizational strategies. (pp.309-333). Chichester, England: John Wiley &; Sons, Ltd.
West, M. A., &; Anderson, N. R. (1996). Innovation in top management teams. Journal of Applied Psychology, 81, 680-693.
West, M., &; Farr, J. L. (1990). Innovation and creativity at work: Psychological and organizational strategies. Chinchester, England: Wiley.
Westerman, J. W., &; Cyr, L. A. (2004). An integrative analysis of person-organization fit theories. International Journal of Selection and Assessment, 12(3), 252-261.
Wilkins, H., Merrilees, B., &; Herington, C., (2007). Towards an understanding of total service quality in hotels. International Journal of Hospitality Management, 26 (4), 840-853.
Yagil, D. (2001). Ingratiation and assertiveness in the service provider-customer dyad. Journal of Service Research, 3, 345-353.
Zeithaml, V. A., Bitner, M. J., &; Gremler, D. (2012). Services marketing: Integrating customer focus across the firm. New York, NY: McGraw-Hill.