@book{222712,
	author = {Walker, John.},
	title = {Service, satisfaction, and climate},
	publisher = {Emerald,},
	year = {2010.},
	series = {Innovation and leadership in English language teaching,},
	address = {Bingley, U.K. :},
	url = {http://www.emeraldinsight.com/2041-272X/2}
}