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Markus Groth · Study
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Author
Markus Groth
21 works
· latest 2020
· 3 institutions
cluster: provisional
ORCID 0000-0003-0391-9007
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21
Citations
5,060
Works here
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Most cited in this library
Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
2006 · 1,050 citations
Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries
2005 · 813 citations
Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy
2009 · 580 citations
Free to be you and me: A climate of authenticity alleviates burnout from emotional labor.
2011 · 423 citations
Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being.
2010 · 350 citations
Works
21 shown
A review and agenda for examining how technology-driven changes at work will impact workplace mental health and employee well-being
Australian Journal of Management
·
2020
·
8 authors
198
citations
The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience
Annual Review of Organizational Psychology and Organizational Behavior
·
2019
·
4 authors
·
review
99
citations
Service work in 2050: toward a work ecosystems perspective
Journal of service management
·
2018
·
7 authors
55
citations
Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors
Personnel Psychology
·
2016
·
3 authors
140
citations
Time to change: a review of organisational culture change in health care organisations
Journal of Organizational Effectiveness People and Performance
·
2016
·
5 authors
62
citations
The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation
Psychology and Marketing
·
2014
·
4 authors
117
citations
Buffering the negative effects of employee surface acting: The moderating role of employee–customer relationship strength and personalized services.
Journal of Applied Psychology
·
2013
·
2 authors
151
citations
From bad to worse
Organizational Psychology Review
·
2012
·
2 authors
225
citations
Free to be you and me: A climate of authenticity alleviates burnout from emotional labor.
Journal of Occupational Health Psychology
·
2011
·
4 authors
423
citations
Relationships between emotional labor, job performance, and turnover
Journal of Vocational Behavior
·
2011
·
3 authors
258
citations
Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being.
Journal of Applied Psychology
·
2010
·
3 authors
350
citations
Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy
Academy of Management Journal
·
2009
·
3 authors
580
citations
B2B services: linking service loyalty and brand equity
Journal of Services Marketing
·
2009
·
3 authors
96
citations
Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
Journal of Marketing
·
2006
·
4 authors
1,050
citations
Having to Wait for Service: Customer Reactions to Delays in Service Delivery
Applied Psychology
·
2006
·
2 authors
42
citations
An Examination of Consumers' Motives to Switch Energy Suppliers
Journal of Marketing Management
·
2005
·
3 authors
68
citations
Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries
Journal of Management
·
2005
·
1 author
813
citations
Achieving service success through relationships and enhanced encounters
Academy of Management Perspectives
·
2002
·
3 authors
108
citations
Commitment to legal claiming: Influences of attributions, social guidance and organizational tenure.
Journal of Applied Psychology
·
2002
·
4 authors
63
citations
The role of procedural justice in the delivery of services
Journal of Quality Management
·
2001
·
2 authors
40
citations
IMPROVING APPLICANTS' REACTIONS TO REJECTION LETTERS: AN APPLICATION OF FAIRNESS THEORY
Personnel Psychology
·
2001
·
5 authors
122
citations