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The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation

Nguyen, Helena; Groth, Markus; Walsh, Gianfranco; … - In: Psychology & marketing 31 (2014) 12, pp. 1096-1109

Persistent link: https://www.econbiz.de/10010465120

When the going gets tough, the tough keep working : impact of emotional labor on absenteeism

Nguyen, Helena; Groth, Markus; Johnson, Anya - In: Journal of management : JOM 42 (2016) 3, pp. 615-643

Persistent link: https://www.econbiz.de/10011449606

Workplace aggression and organisational effectiveness : the mediating role of employee engagement

Johnson, Anya; Nguyen, Helena; Groth, Markus; White, Les - In: Australian journal of management 43 (2018) 4, pp. 614-631

Persistent link: https://www.econbiz.de/10011976011

Feeling bad and doing good : the effect of customer mistreatment on service employee's daily display of helping behaviors

Yue, Yumeng; Wang, Karyn L.; Groth, Markus - In: Personnel psychology : a journal of applied research 70 (2017) 4, pp. 769-808

Persistent link: https://www.econbiz.de/10011781540

Following display rules in good or bad faith? : customer orientation as a moderator of the display rule-emotional labor relationship

Allen, Joseph A.; Pugh, S. Douglas; Grandey, Alicia A.; … - In: Human performance 23 (2010) 2, pp. 101-115

Persistent link: https://www.econbiz.de/10003978684

How display rules influence turnover in healthcare teams and the moderating role of team negative affective tone

Nguyen, Helena; Groth, Markus; Johnson, Anya - In: Journal of service research 27 (2024) 3, pp. 397-413

Persistent link: https://www.econbiz.de/10014580517

Frontline service employee research : integration of systematic literature reviews and recommendations for future scholarship

Subramony, Mahesh; Van Jaarsveld, Danielle; Nguyen, Helena - In: Journal of service management 34 (2023) 5, pp. 829-842

Persistent link: https://www.econbiz.de/10014456473

A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes

Wu, Yu; Groth, Markus; Zhang, Kaixin; Minbashian, Amirali - In: Journal of service management 34 (2023) 5, pp. 896-940

Persistent link: https://www.econbiz.de/10014456504

Workplace Aggression and Organisational Effectiveness : The Mediating Role of Employee Engagement

Johnson, Anya - 2018

We investigate the relationship between the prevalence of workplace aggression and two key outcomes: employee engagement and organisational effectiveness. Drawing on social capital theory, we propose that the level of employee engagement within the organisation helps explain the association...

Persistent link: https://www.econbiz.de/10012909251

When heroes and villains are victims : how different withdrawal strategies moderate the depleting effects of customer incivility on frontline employees

Yue, Yumeng; Nguyen, Helena; Groth, Markus; Johnson, Anya; … - In: Journal of service research 24 (2021) 3, pp. 435-454

Persistent link: https://www.econbiz.de/10012592950