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Groth, Markus
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ECONIS (ZBW)
6
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1
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
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2
The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation
Nguyen, Helena
;
Groth, Markus
;
Walsh, Gianfranco
; …
- In:
Psychology & marketing
31
(
2014
)
12
,
pp. 1096-1109
Persistent link: https://www.econbiz.de/10010465120
Saved in:
3
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:
4
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
Saved in:
5
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:
6
The impact of emotional labor strategy order effects on customer satisfaction within service episodes
Groth, Markus
;
Esmaeilikia, Mahsa
- In:
European journal of marketing
57
(
2023
)
12
,
pp. 3041-3071
Persistent link: https://www.econbiz.de/10014448606
Saved in:
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