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Misbehaving customers : understanding and managing customer injustice in service organizations

Van Jaarsveld, Danielle; Restubog, Simon Lloyd D.; … - In: Organizational dynamics : a quarterly review of … 44 (2015) 4, pp. 273-280

Persistent link: https://www.econbiz.de/10011434290

An untapped gold mine? : exploring the potential of market basket analysis to grow hotel revenue

Solnet, David; Boztuğ, Yasemin; Dolnicar, Sara - In: International journal of hospitality management 56 (2016), pp. 119-125

Persistent link: https://www.econbiz.de/10011521743

Helping the organization but harming customers : a social identity perspective of unethical pro-organizational behavior

Yan, Hongmin; Solnet, David; Okimoto, Tyler G. - In: The journal of services marketing 37 (2023) 7, pp. 927-943

Persistent link: https://www.econbiz.de/10014333407

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 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

Service research priorities : designing sustainable service ecosystems

Field, Joy M.; Fotheringham, Darima; Subramony, Mahesh; … - In: Journal of service research 24 (2021) 4, pp. 462-479

Persistent link: https://www.econbiz.de/10012662579

Exploring consumer perceptions of green restaurants in the US

Schubert, Franziska; Kandampully, Jay; Solnet, David; … - In: Tourism and hospitality research : the surrey quarterly … 10 (2010) 4, pp. 286-300

Persistent link: https://www.econbiz.de/10008798382

Customer reactions to emotional labor : the roles of employee acting strategies and customer detection accuracy

Groth, Markus; Hennig-Thurau, Thorsten; Walsh, Gianfranco - In: Academy of Management journal : AMJ 52 (2009) 5, pp. 958-974

Persistent link: https://www.econbiz.de/10003906453

Hidden climate change related risks for the private sector

Brunsmeier, Annette; Groth, Markus - 2015

Climate change related risks impact and challenge the private sector in many different ways. This also applies to risk drivers like a companies' reputation and a changing consumer behavior. Since significant risk drivers for companies differ just as much as companies themselves, a sector...

Persistent link: https://www.econbiz.de/10010462527

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