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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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Call centers : emotional labor over the phone
Van Jaarsveld, Danielle; Poster, Winifred R. - In: Emotional labor in the 21st century : diverse …, (pp. 153-173). 2013
Persistent link: https://www.econbiz.de/10009663194
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The role of job demands and emotional exhaustion in the relationship between customer and employee incivility
Van Jaarsveld, Danielle; Walker, David D.; Skarlicki, … - In: Journal of management : JOM 36 (2010) 6, pp. 1486-1504
Persistent link: https://www.econbiz.de/10008701401
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Unpacking the relationship between customer (in)justice and employee turnover outcomes : can fair supervisor treatment reduce employees' emotional turmoil?
Van Jaarsveld, Danielle; Walker, David D.; Restubog, … - In: Journal of service research 24 (2021) 2, pp. 301-319
Persistent link: https://www.econbiz.de/10012522546
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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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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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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
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Who cares for those who care? : the role of healthcare leaders' regulation of followers' emotions on follower job satisfaction
Kunst, Hannah; Nguyen, Helena; Johnson, Anya; Mo, Shenjiang - In: Australian journal of management 50 (2025) 2, pp. 312-337
Persistent link: https://www.econbiz.de/10015403521
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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