1Andersen, Jon Aarum. When a servant-leader comes knocking[J]. Leadership and Organization Development Journal,2009,30( 1 ) :4-15.
2Andersen, Jon Aarum. Your favourite manager is an organizational disaster [ J ]. European Business Review, 2009,21 ( 1 ) :5-16.
3Arnold, Todd, Karen E. Flaherty, Kevin E. Voss, and John C. Mowen. Role stressors and retail performance: the role of perceived competitive climate [J]. Journal of Retailing, 2009,85 ( 2 ) : 194 -205.
4Baron, Reuben M, and David A. Kenny. The moderatormediator variable distinction in social psychological research : conceptual, strategic, and statistic considerations [ J ]. Journal of Personality and Social Psychology, 1986,51 (6) : 1173-1182.
5Berry, Leonard L, A. Parasuraman, and Valarie A. Zeithaml. Improving service quality in america: lessons learned [ J ]. Academy of Management Executive, 1994,8 (2) :32-52.
6Chen, Gilad, and Paul D. Bliese. The role of different levels of leadership in predicting self- and collective efficacy: evidence for discontinuity [ J ]. Journal of Applied Psychology,2002,87 ( 3 ) :549-556.
7Hackman, J. Richard. Group influence on individuals in organizations [ A ]. In : Ddunnette, Marvin D. , and Leaetta M. Hough, eds, Handbook of Industrial and Organizational Psychology [ C ]. Palo Alto : Consulting Psychologists Press, 1992,3 : 199-267.
8Heskett,James L, W. Earl Sasser, Jr., and Leonard A. Schlesinger. The service profit chain: how leading companies link profit and growth to loyalty, satisfaction and value [ M ]. New York, NY : The Free Press, 1997.
9Hofmann, David A. An overview of the logic and rationale of hierarchical linear models [ J ]. Journal of Management, 1997,23 ( 6 ) : 723-744.
10Johnston, Robert. The determinants of service quality: satisfiers and dissatisfiers [ J ]. International Journal of Service Industry Management, 1995,6(5 ) :53-71.
