1. Sparrow, P.R., Hird, M., Hesketh, A. and Cooper, C.L. (eds) (2010) Leading HR. Basingstoke: Palgrave Macmillan.
2. See, for example, Heskett, J.L., Sasser, W.E. and Schlesinger, I.A. (1997) The Service Profit Chain. New York: Free Press;
3. Ruci, A.J., Kim, S.P. and Quinn, R.T (1998) “The employee-customer-profit chain at Sears.” Harvard Business Review, 76 (1): 82–97;
4. Wiley, J.W. and Brooks, S.M. (2000) “The high-performance organizational culture.” In N.M. Ashkanasy, C.P.M. Wilderom and M.F. Peterson (eds), Handbook of Organizational Culture and Climate. Thousand Oaks, CA: Sage, pp. 177–91.
5. Schneider, B., Bowen, D.E., Ehrhart, M.G. and Holcombe, K.M. (2000) “The climate for service.” In N.M. Ashkanasy, C.P.M. Wilderom and M.F. Peterson (eds), Handbook of Organizational Culture and Climate. Thousand Oaks, CA: Sage, pp. 1–36.