author = { MARTÍNEZ-TUR, VICENTE AND TORDERA, NÚRIA AND PEIRÓ, JOSÉ M. AND POTOCNIK, KRISTINA },

title = { Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A Cross-Level Study1 CUSTOMER SATISFACTION },

publisher = {Wiley},

isbn = {0021-9029},

year = {2011},

url = { http://slubdd.de/katalog?TN_libero_mab2 }