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~person:"Groth, Markus"
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Customer service
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Emotion
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Consumer behaviour
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Groth, Markus
Stauss, Bernd
19
Thomas, Oliver
14
Pepels, Werner
13
Gustafsson, Anders
10
Mattila, Anna S.
10
Wirtz, Jochen
10
Edvardsson, Bo
9
Fellmann, Michael
9
Gelbrich, Katja
9
Van Vaerenbergh, Yves
9
Hinterhuber, Hans H.
8
Kumar, Anuj
8
Nüttgens, Markus
8
Walsh, Gianfranco
8
Barnes, Donald C.
7
Bliemel, Friedhelm
7
Fassott, Georg
7
Gouthier, Matthias
7
Helmke, Stefan
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
Schlicker, Michael
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Sharma, Piyush
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Shin, Hyunju
7
Sirianni, Nancy J.
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Söderlund, Magnus
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Beatty, Sharon E.
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Bowen, David E.
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Collier, Joel E.
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Dangelmaier, Wilhelm
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Ellinger, Alexander E.
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Gierl, Heribert
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Gremler, Dwayne D.
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Gruber, Thorsten
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Haas, Alexander
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Journal of service research
2
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
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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
Saved in:
2
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
Saved in:
3
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
Saved in:
4
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:
5
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:
6
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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