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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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Special section on enacting service work in a changing world
Subramony, Mahesh (ed.); Groth, Markus (ed.) - 2021
Persistent link: https://www.econbiz.de/10012522550
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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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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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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