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Caught out! The role of customer emotional intelligence and dual thinking processes in perceptions of frontline service employees' inauthentic positive displays
Wang, Karyn L.; Nguyen, Helena; Johnson, Anya; Groth, Markus - In: Psychology & Marketing 38 (2021) 12, pp. 2191-2208
Persistent link: https://www.econbiz.de/10012633177
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Time to change : a review of organisational culture change in health care organisations
Johnson, Anya; Nguyen, Helena; Groth, Markus; Wang, Karyn L. - In: Journal of organizational effectiveness : people and … 3 (2016) 3, pp. 265-288
Persistent link: https://www.econbiz.de/10011576558
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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
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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
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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