@book{145178,
	author = {Walker, John. and ebrary, Inc.},
	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://site.ebrary.com/lib/rucke/Doc?id=10428783}
}