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person:"Groth, Markus"
~person:"Battigalli, Pierpaolo"
~person:"Septianto, Felix"
~subject:"Kundenservice"
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Kundenservice
Emotion
60
Consumer behaviour
34
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34
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Persönlichkeitspsychologie
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Groth, Markus
Battigalli, Pierpaolo
Septianto, Felix
Medler-Liraz, Hana
5
Prentice, Catherine
5
Gremler, Dwayne D.
4
Miao, Li
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Barnes, Donald C.
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Delcourt, Cécile
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Hur, Won-Moo
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Academy of Management journal : AMJ
1
Emotional labor in the 21st century : diverse perspectives on the psychology of emotion regulation at work
1
Journal of service management
1
Personnel psychology : a journal of applied research
1
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ECONIS (ZBW)
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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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2
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
Saved in:
3
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
Saved in:
4
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
Saved in:
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