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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
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Relationships between emotional labor, job performance, and turnover
Goodwin, Robyn E.; Groth, Markus; Frenkel, Stephen - In: Journal of vocational behavior 79 (2011) 2, pp. 538-548
Persistent link: https://www.econbiz.de/10009304132
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The customer experience of emotional labor
Groth, Markus; Hennig-Thurau, Thorsten; Wang, Karyn L. - In: Emotional labor in the 21st century : diverse …, (pp. 127-151). 2013
Persistent link: https://www.econbiz.de/10009661154
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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
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A dyadic model of customer orientation : mediation and moderation effects
Brach, Simon; Walsh, Gianfranco; Hennig-Thurau, Thorsten; … - In: British journal of management : BJM 26 (2015) 2, pp. 292-309
Persistent link: https://www.econbiz.de/10011305602
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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
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Accelerating employee-related scholarship in service management : research streams, propositions, and commentaries
Subramony, Mahesh; Ehrhart, Karen Holcombe; Groth, Markus; … - In: Journal of service management 28 (2017) 5, pp. 837-865
Persistent link: https://www.econbiz.de/10011801801
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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
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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
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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