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Hui, C. H., Chiu, W. C., Yu, P. L., Cheng, K., & Tse, H. (2007). The Effects of Service Climate and the Effective Leadership Behavior of Supervisors on Frontline Employee Service Quality: A Multi-Level Analysis. Journal of Occupational and Organizational Psychology, 80, 151-172.
https://doi.org/10.1348/096317905X89391

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