參考文獻
行政院主計總處(2013)。中華民國統計資訊網。
林鉦棽 (2005)。組織公民行為之跨層次分析：層級線性模式的應用。管理學報，22，503-524。
吳明隆 (2008)。SPSS操作與應用多變量分析實務。臺北市：五南。
邱皓政 (2007)。脈絡變數的多層次潛在變數模式分析: 口試評分者效應的多層次結構方程模式應用。Chinese Journal of Psychology, 49(4), 383-405。許順旺、林笠倫、張姮燕 (2010)。國際線空服員對轉換型領導，服務氣候與服務導向公民行為之研究:以內、外控人格特質為干擾變項。人力資源管理學報，10(1)，53-77.彭台光、林鉦棽 (2008)。組織現象和層次議題：非獨立性資料的概念和實徵。組織與管理，1 (1)，95-121。
彭台光、高月慈、林鉦棽 (2006)。管理研究中的共同方法變異：問題本質、影響、測試和補救。管理學報，23，77-98。
溫福星、邱皓政 (2009)。組織研究中的多層次調節式中介效果: 以組織創新氣氛， 組織承諾與工作滿意的實證研究為例。管理學報， 26(2)， 189-211。Auh, S., Menguc, B., & Jung, Y. S. (2014). Unpacking the relationship between empowering leadership and service-oriented citizenship behaviors: a multilevel approach. Journal of the Academy of Marketing Science, 42(5), 558-579.
Allen, D. G., Weeks, K. P., & Moffitt, K. R. (2005). Turnover intentions and voluntary turnover: the moderating roles of self-monitoring, locus of control, proactive personality, and risk aversion. Journal of Applied Psychology, 90(5), 980-990.
Allport, G. W. (1961). Pattern and Growth in Personality. New York: Holt, Rinehart, and Winston.
Amason, A. C. (1996). Distinguishing the effects of functional and dysfunctional conflict on strategic decision making: Resolving a paradox for top management teams. Academy of management journal, 39(1), 123-148.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: findings from Sweden. The Journal of Marketing, 58(3), 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 organizational behavior, 19(3), 235-258.
Atwater, L. E., Ostroff, C., Yammarino, F. J., & Fleenor, J. W. (1998). Self-other agreement: does it really matter?. Personnel Psychology, 51(3), 577-598.
Avolio, B. J., Waldman, D. A., & Einstein, W. O. (1988). Transformational leadership in a management game simulation impacting the bottom line. Group & Organization Management, 13(1), 59-80.
Avolio, B. J., Waldman, D. A., & Yammarino, F. J. (1991). Leading in the 1990s: The four I's of transformational leadership. Journal of European industrial training, 15(4), 9-16.
Baba, V. V., Tourigny, L., Wang, X., & Liu, W. (2009). Proactive personality and work performance in China: The moderating effects of emotional exhaustion and perceived safety climate. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l'Administration, 26(1), 23-37.
Bai, Y. (2011, August). How could leader inspire front-line employee's trust and service performance in service team: Evidence from China. In Management and Service Science (MASS), 2011 International Conference on (pp. 1-4). IEEE.
Bakker, A. B., Tims, M., & Derks, D. (2012). Proactive personality and job performance: The role of job crafting and work engagement. human relations, 65(10), 1359-1378.
Bandura, A. (1986). Social foundations of thought and action. Englewood Cliffs, NJ, 1986.
Barling, J., Loughlin, C., & Kelloway, E. K. (2002). Development and test of a model linking safety-specific transformational leadership and occupational safety. Journal of Applied Psychology, 87(3), 488-496.Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
Barsade, S. G. (2002). The ripple effect: Emotional contagion and its influence on group behavior. Administrative Science Quarterly, 47(4), 644-675.
Bartko, J. J. (1976). On various intraclass correlation reliability coefficients. Psychological bulletin, 83(5), 762-765.
Bass, B. M. (1985). Leadership and performance beyond expectations. New York: Free Press.
Bass, B. M., & Avolio, B. J. (1997). Full range leadership development: Manual for the Multifactor Leadership Questionnaire (pp. 43-44). Palo Alto, CA: Mind Garden.
Bateman, T. S., & Crant, J. M. (1993). The proactive component of organizational behavior: A measure and correlates. Journal of organizational behavior, 14(2), 103-118.
Bei, L. T., & Chiao, Y. C. (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, 14, 125-140.
Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2), 57-71.
Borman, W. C., & Motowidlo, S. M. (1993). Expanding the criterion domain to include elements of contextual performance. Personnel selection in organizations; San Francisco: Jossey-Bass, 71-98.
Borman, W. C., & Motowidlo, S. J. (1997). Task performance and contextual performance: The meaning for personnel selection research. Human performance, 10(2), 99-109.
Borucki, C. C., & Burke, M. J. (1999). An examination of service‐related antecedents to retail store performance. Journal of Organizational Behavior, 20(6), 943-962.
Bowen, D. E., Siehl, C., & Schneider, B. (1989). A framework for analyzing customer service orientations in manufacturing. Academy of Management Review, 14(1), 75-95.
Bowen, D. E., & Waldman, D. A. (1999). Customer-driven employee performance. In D. A. Ilgen & E. D. Pulakos (Eds.), The changing nature of performance: 154–191. San Francisco: Jossey-Bass.
BBowers, K. S. (1973). Situationism in psychology: an analysis and a critique. Psychological review, 80(5), 307-336.
Braun, S., Peus, C., Weisweiler, S., & Frey, D. (2013). Transformational leadership, job satisfaction, and team performance: A multilevel mediation model of trust. The Leadership Quarterly, 24(1), 270-283.
Burns, J. M. (1978). Leadership. New York: Harper & Row.
Buss, D. M. (1987). Selection, evocation, and manipulation. Journal of personality and social psychology, 53(6), 1214-1221.
Campbell, J.P., McCloy, R.A., Oppler, S.H., Sager, C.E. (1993). A theory of performance. In: Schmitt, J.,Borman, W.C. Associates. Personnel Selection in Organizations. Jossey-Bass, San Francisco, CA, 35-69.
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 2(3), 244-249.
Chan, D. (2006). Interactive effects of situational judgment effectiveness and proactive personality on work perceptions and work outcomes. Journal of Applied Psychology, 91(2), 475-481.
Chang, P. C., & Chen, S. J. (2011). Crossing the level of employee's performance: HPWS, affective commitment, human capital, and employee job performance in professional service organizations. The International Journal of Human Resource Management, 22(04), 883-901.
Christopher, M., Payne, A., & Ballantyne, D. (1991). Relationship marketing: bringing quality customer service and marketing together. London: Butterworth-Heinemann.
Churchill, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research.19, 491-504.
Clarke, S., & Ward, K. (2006). The role of leader influence tactics and safety climate in engaging employees' safety participation. Risk Analysis, 26(5), 1175-1185.
Conger, J. A., Kanungon, R. N. (1988). Behavioral Dimensions of Charismatic Leadership. In Conger, J. A., Kanungo, R. N. (Eds.), Charismatic Leadership, San Francisco: Jossey-Bass.
Cortina, J. M., Chen, G., & Dunlap, W. P. (2001). Testing interaction effects in LISREL: Examination and illustration of available procedures. Organizational research methods, 4(4), 324-360.
Crant, J. M. (1995). The Proactive Personality Scale and objective job performance among real estate agents. Journal of Applied Psychology, 80(4), 532-537.
Dessler, G. (2003). Human resource management. (9th ed.). Upper Saddle River, NJ: Prentice-Hall.
Dietz, J., Pugh, S. D., & Wiley, J. W. (2004). Service climate effects on customer attitudes: An examination of boundary conditions. Academy of Management Journal, 47(1), 81-92.
Dimitriades, Z. S. (2006). Customer satisfaction, loyalty and commitment in service organizations: some evidence from Greece. Management Research News, 29(12), 782-800.
Dubinsky, A. J., Yammarino, F. J., Jolson, M. A., & Spangler, W. D. (1995). Transformational leadership: An initial investigation in sales management. Journal of Personal Selling & Sales Management, 15(2), 17-31.
Dvir, T., & Shamir, B. (2003). Follower developmental characteristics as predicting transformational leadership: A longitudinal field study. The Leadership Quarterly, 14(3), 327-344.
Ehrhart, M. G. (2004). Leadership and procedural justice climate as antecedents of unit‐level organizational citizenship behavior. Personnel Psychology, 57(1), 61-94.
Eysenck, H. J. (1970). The Structure of Human Personalify, 3rd Ed. London: Methuen.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience. Journal of Marketing, 56(1), 6-21.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 60(4), 7-18.
Fuller, J. B., Patterson, C. E., Hester, K., & Stringer, D. Y. (1996). A quantitative review of research on charismatic leadership. Psychological reports, 78(1), 271-287.
Fuller Jr, J. B., Hester, K., & Cox, S. S. (2010). Proactive Personality and Job Performance: Exploring Job Autonomy as a Moderator. Journal of Managerial Issues, 22(1), 35-51.
Gatewood, R. D., & Field, H. S. (1998). Human Resource Selection, 4th Ed. Ft. Worth, TX: Dryden Press.
George, J. M. (1990). Personality, affect, and behavior in groups. Journal of applied psychology, 75(2), 107-116.
Hackman, J. R. (1992). Group influences on individuals in organizations.In M. D. Dunnette & L. M. Hough (Eds.), Handbook of industrial organizational psychology (Vol. 3, pp. 199–267). Palo Alto, CA: Consulting Psychologists Press.
Hair, J. F. Jr., Black, W. C., Babin, B. J. and Anderson, R. E. (2010). Multivariate
Data Analysis (7th Ed.), Upper Saddle River: 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.
Herman, H. M., & Chiu, W. C. (2014). Transformational leadership and job performance: A social identity perspective. Journal of Business Research, 67(1), 2827-2835.
Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997). Service profit chain. Simon and Schuster.
Hoang, H. T. (2014). Antecedents of Service Climate: Local vs. Foreign Service Firms in an Emerging Market Context (Doctoral dissertation, The University of Adelaide).
Hofmann, D. A., & Stetzer, A. (1996). A cross‐level investigation of factors influencing unsafe behaviors and accidents. Personnel Psychology, 49(2), 307-339.
Hofmann, D. A. (1997). An overview of the logic and rationale of hierarchical linear models. Journal of management, 23(6), 723-744.
Hong, Y., Liao, H., Hu, J., & Jiang, K. (2013). Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate. Journal of Applied Psychology, 98(2), 237-267.
Host, V., & Knie-Andersen, M. (2004). Modeling customer satisfaction in mortgage credit companies. International Journal of Bank Marketing, 22(1), 26-42.
Hur, Y., van den Berg, P. T., & Wilderom, C. P. (2011). Transformational leadership as a mediator between emotional intelligence and team outcomes. The Leadership Quarterly, 22(4), 591-603.
James, L. R., Demaree, R. G., & Wolf, G. (1984). Estimating within-group interrater reliability with and without response bias. Journal of applied psychology, 69(1), 85-98.
Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12(2), 267-286.
Johnson, J. W. (1996). Linking employee perceptions of service climate to customer satisfaction. Personnel psychology, 49(4), 831-851.
Judge, T. A., & Piccolo, R. F. (2004). Transformational and transactional leadership: a meta-analytic test of their relative validity. Journal of applied psychology, 89(5), 755-768.Kao, R. H. (2015). A study on the relationship between transformational leadership and organizational climate: Using HLM to Analyze Context effects of Police Organization. Global Advanced Research Journal of Management and Business Studies, 4(3), 087-115.
Kelloway, E. K. (1998). Using LISREL for structural equation modeling: A researcher's guide. Sage.
Kilpatrick, A. O. (1989). Burnout correlates and validity of research designs in a large panel of studies. Journal of Health and Human Resources Administration, 12, 25-45.
Kidwell, R. E., Mossholder, K. W., & Bennett, N. (1997). Cohesiveness and organizational citizenship behavior: A multilevel analysis using work groups and individuals. Journal of Management, 23(6), 775-793.
Kirkman, B. L., Chen, G., Farh, J. L., Chen, Z. X., & Lowe, K. B. (2009). Individual power distance orientation and follower reactions to transformational leaders: A cross-level, cross-cultural examination. Academy of Management Journal, 52(4), 744-764.
Kivlighan Jr, D. M., & Tarrant, J. M. (2001). Does group climate mediate the group leadership–group member outcome relationship?: A test of Yalom's hypotheses about leadership priorities. Group Dynamics: Theory, Research, and Practice, 5(3), 220-234.Klein, K. J., & Kozlowski, S. W. (2000). Multilevel theory, research, and methods in organizations: Foundations, extensions, and new directions. Jossey-Bass.
Koene, B. A., Vogelaar, A. L., & Soeters, J. L. (2002). Leadership effects on organizational climate and financial performance: Local leadership effect in chain organizations. The Leadership Quarterly, 13(3), 193-215.
Kopeland, R., Brief, A., & Guzzo, R. (1990). The role of climate and culture in productivity. Organizational climate and culture, 282-318.
Kozlowski, S.W.J., & Klein, K.J. (2000). A multilevel approach to theory and research in organizations: Contextual, temporal, and emergent processes. In K.J. Klein & S.W.J. Kozlowski(Eds.), Multilevel theory, research, and methods in organizations (3–90). San Francisco,CA: Jossey-Bass.
Kristensen, K., Martensen, A., & Gronholdt, L. (2000). Measuring customer satisfaction: a key dimension of business performance. International Journal of Business Performance Management, 2(1), 157-170.
Levesque, T., & McDougall, G. H. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20.
Lewin, K., Lippitt, R., & White, R. K. (1939). Patterns of aggressive behavior in experimentally created “social climates”. The Journal of Social Psychology, 10(2), 269-299.
Liang, S. G., & Chi, S. C. S. (2013). Transformational leadership and follower task performance: The role of susceptibility to positive emotions and follower positive emotions. Journal of Business and Psychology, 28(1), 17-29.
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.
Liao, H., & Chuang, A. (2007). Transforming service employees and climate: a multilevel, multisource examination of transformational leadership in building long-term service relationships. Journal of applied psychology, 92(4), 1006.
Liden, R. C., & Maslyn, J. M. (1998). Multidimensionafity of leader-member exchange: An empirical assessment through scale development. Journal of management, 24(1), 43-72.
Lowe, K. B., Kroeck, K. G., & Sivasubramaniam, N. (1996). Effectiveness correlates of transformational and transactional leadership: A meta-analytic review of the MLQ literature. The Leadership Quarterly, 7(3), 385-425.
Nemanich, L. A., & Keller, R. T. (2007). Transformational leadership in an acquisition: A field study of employees. The Leadership Quarterly, 18(1), 49-68.
Netemeyer, R. G., & Maxham, J. G. (2007). Employee versus supervisor ratings of performance in the retail customer service sector: Differences in predictive validity for customer outcomes. Journal of Retailing, 83(1), 131-145.
Ogilvie, J. R. (1986). The role of human resource management practices in predicting organizational commitment. Group & Organization Management, 11(4), 335-359.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of retailing.57, 25-48.
Parker, S. K., & Sprigg, C. A. (1999). Minimizing strain and maximizing learning: the role of job demands, job control, and proactive personality. journal of Applied Psychology, 84(6), 925-939.
Pfeffer, J. (1994). Competitive advantage through people. Boston/Mass.
Piccolo, R. F., & Colquitt, J. A. (2006). Transformational leadership and job behaviors: The mediating role of core job characteristics. Academy of Management journal, 49(2), 327-340.
Pitt, L. F., Ewing, M. T., & Berthon, P. R. (2002). Proactive behavior and industrial salesforce performance. Industrial marketing management, 31(8), 639-644.
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of applied psychology, 88(5), 879-903.
Raub, S., & Liao, H. (2012). Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance. Journal of Applied Psychology, 97(3), 651-677.
Raudenbush, S. W., & Bryk, A. S. (2002). Hierarchical linear models: applications and data analysis methods. Newbury Park, CA: Sage.
Reddin, W. J. (1970). Managerial Effectiveness. New York: McGraw-Hill.
Richardson, H. A., & Vandenberg, R. J. (2005). Integrating managerial perceptions and transformational leadership into a work‐unit level model of employee involvement. Journal of Organizational Behavior, 26(5), 561-589.
Robbins, S. P. (1991). Organizational behavior: Concepts, controversies, and applications. Englewood Cliffs, NJ: Prentice Hall.
Rousseau, D.M. (1988). The construction of climate in organizational research. In C. Cooper &I. Robertson (Eds.), International review of industrial and organizational psychology(139–158). New York, NY: Wiley.
Salancik, G. R., & Pfeffer, J. (1978). A Social Information Processing Approach to Job Attitudes and Task Design. Administrative Science Quarterly, 23(2), 224-253.
Schermerhorn, J. R. Jr., Hunt, J. G., & Osborn, R. N. (2000). Organizational behavior. New York: John Wiley & Sons.
Schneider, B. (1975). Organizational climates: An essay. Personnel Psychology, 28(4), 447-479.
Schneider, B., Parkington, J. J., & Buxton, V. M. (1980). Employee and Customer Perceptions of Service in Banks. Administrative Science Quarterly, 25(2),252-267..
Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of applied Psychology, 70(3), 423-433.
Schneider B. (1990). The climate for service: An application of the climate construct. InSchneider B (Ed.), Organizational climate and culture.San Francisco: Jossey-Bass.
Schneider, B., Chung B.G. (1994, April). Market-focused I/O: Conceptualizations for service industries. In Goodman PS (Chai), Building bridges between I/O psychology and customer satisfaction research. Symposium conducted at the Ninth Annual Conference of the Society for Industrial and Organizational Psychology, Inc., Nashville.
Schneider, B., Ashworth, S. D., Higgs, A. C., & Carr, L. (1996). Design, validity, and use of strategically focused employee attitude surveys. Personnel Psychology, 49(3), 695-705.
Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Tests of a causal model. Journal of applied Psychology, 83(2), 150.
Schneider, B., & White, S. S. (2004). Service quality: Research perspectives. Thousand Oaks, CA: Sage.
Schneider, B., Ehrhart, M. G., Mayer, D. M., Saltz, J. L., & Niles-Jolly, K. (2005). Understanding organization-customer links in service settings. Academy of Management Journal, 48(6), 1017-1032.
Seibert, S. E., Crant, J. M., & Kraimer, M. L. (1999). Proactive personality and career success. Journal of applied psychology, 84(3), 416-427.
Shamir, B., House, R. J., & Arthur, M. B. (1993). The motivational effects of charismatic leadership: A self-concept based theory. Organization science, 4(4), 577-594.
Shin, S. J., & Zhou, J. (2003). Transformational leadership, conservation, and creativity: Evidence from Korea. Academy of management Journal, 46(6), 703-714.
Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions: the service encounter. The Journal of Marketing, 49(1), 99-111.
Spohrer, J., & Maglio, P. P. (2008). The emergence of service science: Toward systematic service innovations to accelerate co‐creation of value. Production and operations management, 17(3), 238-246.
Tang, T. W., & Tang, Y. Y. (2012). Promoting service-oriented organizational citizenship behaviors in hotels: the role of high-performance human resource practices and organizational social climates. International Journal of Hospitality Management, 31(3), 885-895.
Thompson, J. A. (2005). Proactive personality and job performance: a social capital perspective. Journal of Applied Psychology, 90(5), 1011-1017.
Towler, A., Lezotte, D. V., & Burke, M. J. (2011). The service climate‐firm performance chain: The role of customer retention. Human Resource Management, 50(3), 391-406.
Tubre, T. C., & Collins, J. M. (2000). Jackson and Schuler (1985) revisited: A meta-analysis of the relationships between role ambiguity, role conflict, and job performance. Journal of management, 26(1), 155-169.
Tung, J., Lo, S. C., & Chung, T. (2013). Service sabotage and behavior: the performance of fast food service in Taiwan. Pak. J. Statist, 29(5), 621-634.
Uen, J. F., Wu, T., Teng, H. C., & Liu, Y. S. (2012). Transformational leadership and branding behavior in Taiwanese hotels. International Journal of Contemporary Hospitality Management, 24(1), 26-43.
Walumbwa, F. O., Avolio, B. J., & Zhu, W. (2008). How transformational leadership weaves its influence on individual job performance: The role of identification and efficacy beliefs. Personnel Psychology, 61(4), 793-825.
Walumbwa, F. O., Hartnell, C. A., & Oke, A. (2010). Servant leadership, procedural justice climate, service climate, employee attitudes, and organizational citizenship behavior: a cross-level investigation. Journal of Applied Psychology, 95(3), 517-529.
Walumbwa, F. O., & Hartnell, C. A. (2011). Understanding transformational leadership–employee performance links: The role of relational identification and self‐efficacy. Journal of Occupational and Organizational Psychology, 84(1), 153-172.
Wang, G., Oh, I. S., Courtright, S. H., & Colbert, A. E. (2011). Transformational leadership and performance across criteria and levels: A meta-analytic review of 25 years of research. Group & Organization Management, 36(2), 223-270.
Wang, P., Rode, J. C., Shi, K., Luo, Z., & Chen, W. (2013). A Workgroup Climate Perspective on the Relationships Among Transformational Leadership, Workgroup Diversity, and Employee Creativity. Group & Organization Management, 38(3), 334-360.
Wang, P., & Walumbwa, F. O. (2007). Family‐friendly programs, organizational commitment, and work withdrawal: the moderating role of transformational leadership. Personnel Psychology, 60(2), 397-427.
Wang, X. H. F., & Howell, J. M. (2010). Exploring the dual-level effects of transformational leadership on followers. Journal of Applied Psychology, 95(6), 1134-1144.
Weng, L. C., Su, C. W., & Lai, Y. C. (2011). Superior Service Performance through Transformational Leadership: A Cross-level Study of a Large Taiwanese Commercial Bank. Asia Pacific Management Review, 16(2), 181-195.
Willian, B., & Mckinnon, S. (1992). Performance evaluation and manager’s descriptions of tasks and activities. Performance measurement, evaluation, and incentives. Harvard Business School Press, Boston.
Wood, R., & Bandura, A. (1989). Social cognitive theory of organizational management. Academy of management Review, 14(3), 361-384.
Yammarino, F. J., Dubinsky, A. J., Comer, L. B., & Jolson, M. A. (1997). Women and transformational and contingent reward leadership: A multiple-levels-of-analysis perspective. Academy of Management Journal, 40(1), 205-222.
Yasir, M., Imran, R., & Irshad, M. K. (2013). Mediating role of organizational climate in the relationship between transformational leadership, its facets and organizational performance. Актуальні проблеми економіки, (7), 559-569.
Yukl, G. A. (1994). Leadership in organizations. Pearson Education India.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in services marketing. The Journal of Marketing, 33-46.
Zhang, R. Y., Liu, X. M., Wang, H. Z., & Shen, L. (2011). Service climate and employee service performance: exploring the moderating role of job stress and organizational identification. The Service Industries Journal, 31(14), 2355-2372.
Zhu, W., Avolio, B. J., & Walumbwa, F. O. (2009). Moderating Role of Follower Characteristics With Transformational Leadership and Follower Work Engagement. Group & Organization Management, 34(5), 590-619.
Zohar, D. (2000). A group-level model of safety climate: testing the effect of group climate on microaccidents in manufacturing jobs. Journal of applied psychology, 85(4), 587-596.
Zohar, D., & Luria, G. (2005). A multilevel model of safety climate: cross-level relationships between organization and group-level climates. Journal of Applied Psychology, 90(4), 616-628.