6Berry Leonard L. Discovering the Soul of Service. New York, NY: The Free Press. 1999
7Bowen David E., Gilland Stephen W., and Folger Robert. HRM and Service Fairness: How Being Fair with Employees Spills over to Customers. Organization Dynamics, Winter 1999. 7～24
8Seiders Kathleen, and Berry Leonard L. Service Fairness: What it is and Why it Matters. The Academy of Management Executive, May 1998. 8～20
