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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
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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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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
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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
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Enacting service work in a changing world : time for a dialogue
Subramony, Mahesh; Groth, Markus - In: Journal of service research 24 (2021) 2, pp. 226-229
Persistent link: https://www.econbiz.de/10012522527
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Four decades of frontline service employee research : an integrative bibliometric review
Subramony, Mahesh; Groth, Markus; Hu, Xinyu; Wu, Yu - In: Journal of service research 24 (2021) 2, pp. 230-248
Persistent link: https://www.econbiz.de/10012522538
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It went downhill from there : the spillover effect from previous customer mistreatment on frontline employees' service delivery
Yue, Yumeng; Wang, Karyn L.; Groth, Markus - In: Journal of service research 25 (2022) 3, pp. 478-493
Persistent link: https://www.econbiz.de/10013395983
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The impact of emotional labor strategy order effects on customer satisfaction within service episodes
Groth, Markus; Esmaeilikia, Mahsa - In: European journal of marketing 57 (2023) 12, pp. 3041-3071
Persistent link: https://www.econbiz.de/10014448606