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Hui, C.H. and Chiu, C.K. and Yu, P.L.H. and Cheng, Kevin H.C. and Tse, H. (2007) The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: a multi-level analysis. Journal of Occupational and Organizational Psychology 80 (1), pp. 151-172. ISSN 0963-1798.