@book{13962,
	author = {Walker, John.},
	title = {Service, satisfaction and climate :},
	publisher = {Emerald Group Publishing Limited,},
	year = {2010.},
	series = {Innovation and leadership in English language teaching,},
	address = {Bingley, U.K. :},
	edition = {1st ed.},
	url = {http://dx.doi.org/10.1163/9781849509978}
}