By Professor Markus Groth

Books

Kinicki A; Scott-Ladd BD; Perry M, 2020, Management A Practical Introduction

Groth M; Hennig-Thurau T; Walsh G, 2006, Chapter 9 A conceptual model of the effects of emotional labor strategies on customer outcomes, http://dx.doi.org/10.1016/S1746-9791(06)02009-8

Book Chapters

Hennig-Thurau T; Groth M; Paul M; Gremler DD, 2015, 'Not All Smiles are Created Equal: How Employee-Customer Emotional Contagion Impacts Service Relationships', in Developments in Marketing Science: Proceedings of the Academy of Marketing Science, pp. 254, http://dx.doi.org/10.1007/978-3-319-11779-9_93

Groth M; Hennig-Thurau T; Wang K, 2013, 'The customer experience of emotional labor', in Emotional Labor in the 21st Century: Diverse Perspectives on Emotion Regulation at Work, pp. 127 - 152, http://dx.doi.org/10.4324/9780203100851

Groth M; Goodwin RE, 2011, 'Customer service.', in APA handbook of industrial and organizational psychology, Vol 3: Maintaining, expanding, and contracting the organization., American Psychological Association, pp. 329 - 357, http://dx.doi.org/10.1037/12171-009

Groth M; Hennig-Thurau T; Walsh G, 2006, 'A conceptual model of the effects of emotional labor strategies on customer outcomes', in Research on Emotion in Organizations, Volume 2: Individual and Organizational Perspectives on Emotion Management and Display, Elsevier JAI, Oxford, UK, pp. 219 - 236

Groth M; Mertens DP; Murphy RO, 2005, 'Customers as good soldiers: Extending organizational citizenship behavior research to the customer domain', in Turnipseed DL (ed.), Handbook of Organizational Citizenship Behavior: A Review of `Good Soldier` Activity in Organizations, Nova Science Publications, New York, USA, pp. 415 - 433

Gutek BA; Cherry B; Groth M, 1999, 'Gender and service delivery', in Bøllingtoft A; Håkonsson DD; Nielsen JF; Snow CC; Ulhøi J (ed.), New Approaches to Organization Design, Springer, pp. 47 - 68

Journal articles

Ocampo ACG; Gu J; Wang L; Groth M; Tse HHM; Zhao H, 2025, 'The enriching effects of spouses’ emotion regulation ability on employees’ leader-member exchange: Evidence from spouse-employee-supervisor triads', Journal of Business Research, 186, http://dx.doi.org/10.1016/j.jbusres.2024.115049

Nguyen H; Groth M; Johnson A, 2024, 'How Display Rules Influence Turnover in Healthcare Teams and the Moderating Role of Team Negative Affective Tone', Journal of Service Research, 27, pp. 397 - 413, http://dx.doi.org/10.1177/10946705231176070

Groth M; Bindl UK; Wang K; van Kleef GA, 2024, 'How social roles shape interpersonal affect regulation at work', Organizational Psychology Review, 14, pp. 25 - 88, http://dx.doi.org/10.1177/20413866231208048

Subramony M; Kepes S; Groth M; Yagil D; Solnet D, 2024, 'Human resource management in the emerging work ecosystem: Propositions for scholarship and implications for practice', European Management Review, http://dx.doi.org/10.1111/emre.12681

Wu Y; Smith NA; Zettna N; Van Jaarsveld D; Koopmann J; Zhang K; Groth M; Danatzis I; Möller-Herm J; Bellamkonda N; Chandra Sheel R; Subramony MV, 2024, 'Rethinking Customer Mistreatment at the Service Frontlines', Academy of Management Proceedings, 2024, http://dx.doi.org/10.5465/amproc.2024.12237symposium

Wu Y; Groth M; Zhang K; Minbashian A, 2023, 'A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes', Journal of Service Management, 34, pp. 896 - 940, http://dx.doi.org/10.1108/JOSM-08-2022-0262

Subramony M; van Jaarsveld D; Nguyen H; Groth M; Solnet D, 2023, 'Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship', Journal of Service Management, 34, pp. 829 - 842, http://dx.doi.org/10.1108/JOSM-07-2023-0326

Groth M; Esmaeilikia M, 2023, 'The impact of emotional labor strategy order effects on customer satisfaction within service episodes', European Journal of Marketing, 57, pp. 3041 - 3071, http://dx.doi.org/10.1108/EJM-09-2021-0679

Ivanova S; Treffers T; Langerak F; Groth M, 2023, 'Holding Back or Letting Go? The Effect of Emotion Suppression on Relationship Viability in New Venture Teams', Entrepreneurship: Theory and Practice, 47, pp. 1460 - 1495, http://dx.doi.org/10.1177/10422587221093295

Subramony M; Kepes S; Yagil D; Groth M; Solnet D, 2023, 'The influence of technology on the future of work: Bibliometric review and directions for management scholarship', Group and Organization Management, http://dx.doi.org/10.1177/10596011231212517

Esmaeilikia M; Groth M, 2022, 'A motivational approach to emotional labor: Examining the link between goal orientation and emotional labor strategies', Journal of Management and Organization, 28, pp. 1280 - 1300, http://dx.doi.org/10.1017/jmo.2019.63

Yue Y; Wang KL; Groth M, 2022, 'It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery', Journal of Service Research, 25, pp. 478 - 493, http://dx.doi.org/10.1177/10946705211049098

Wang KL; Nguyen H; Johnson A; Groth M, 2021, 'Caught out! The role of customer emotional intelligence and dual thinking processes in perceptions of frontline service employees' inauthentic positive displays', Psychology and Marketing, 38, pp. 2191 - 2208, http://dx.doi.org/10.1002/mar.21567

Yue Y; Nguyen H; Groth M; Johnson A; Frenkel S, 2021, 'When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees', Journal of Service Research, 24, pp. 435 - 454, http://dx.doi.org/10.1177/1094670520967994

Subramony M; Groth M, 2021, 'Enacting Service Work in a Changing World: Time for a Dialogue', Journal of Service Research, 24, pp. 226 - 229, http://dx.doi.org/10.1177/1094670521989452

Subramony M; Groth M; Hu X; Wu Y, 2021, 'Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review', Journal of Service Research, 24, pp. 230 - 248, http://dx.doi.org/10.1177/1094670521999721

Johnson A; Dey S; Nguyen H; Groth M; Joyce S; Tan L; Glozier N; Harvey SB, 2020, 'A review and agenda for examining how technology-driven changes at work will impact workplace mental health and employee well-being', Australian Journal of Management, 45, pp. 402 - 424, http://dx.doi.org/10.1177/0312896220922292

Wang KL; Johnson A; Nguyen H; Goodwin RE; Groth M, 2020, 'The Changing Value of Skill Utilisation: Interactions with Job Demands on Job Satisfaction and Absenteeism', Applied Psychology, 69, pp. 30 - 58, http://dx.doi.org/10.1111/apps.12200

Amarnani R; Shao R; Hershcovis S; Amarnani R; Frenkel SJ; Groth M; Johnson AM; Koopmann J; Liu F; Nguyen H; Park J; Shao R; Skarlicki D; Song Y; Song Y; Walker DD; Wu H; Yue Y, 2019, 'Aggression in Service Interactions: New Directions in Customer Mistreatment', Academy of Management Proceedings, 2019, pp. 12388 - 12388, http://dx.doi.org/10.5465/ambpp.2019.12388symposium

Nguyen H; Yue Y; Groth M; Frenkel SJ, 2019, 'Finding dignity in dirty work: Influence of perceived social worth & impact on job performance', Academy of Management Proceedings, 2019, pp. 14935 - 14935, http://dx.doi.org/10.5465/ambpp.2019.14935abstract

Groth M; Wu Y; Nguyen H; Johnson A, 2019, 'The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience', Annual Review of Organizational Psychology and Organizational Behavior, 6, http://dx.doi.org/10.1146/annurev-orgpsych-012218-015056

Pugh SD; Groth M, 2019, 'Why emotions matter to the practice of management: Lessons learned from the service research literature', Organizational Dynamics, http://dx.doi.org/10.1016/j.orgdyn.2019.04.004

Subramony M; Solnet D; Groth M; Yagil D; Hartley N; Beomcheol Kim P; Golubovskaya M, 2018, 'Service work in 2050: toward a work ecosystems perspective', Journal of Service Management, 29, pp. 956 - 974, http://dx.doi.org/10.1108/JOSM-05-2018-0131

Johnson A; Nguyen H; Groth M; White L, 2018, 'Workplace aggression and organisational effectiveness: The mediating role of employee engagement', Australian Journal of Management, 43, pp. 614 - 631, http://dx.doi.org/10.1177/0312896218768378

Johnson A; Nguyen H; Groth M; White L, 2018, 'Reaping the Rewards of Functional Diversity in Healthcare Teams: Why Team Processes Improve Performance', Group and Organization Management, 43, pp. 440 - 474, http://dx.doi.org/10.1177/1059601118769192

Yue Y; Wang KL; Groth M, 2018, 'The Spillover Effect of Customer Mistreatment on Frontline Employees’ Subsequent Performance', Academy of Management Proceedings, 2018, pp. 10650 - 10650, http://dx.doi.org/10.5465/ambpp.2018.10650abstract

Yue Y; Wang KL; Groth M, 2017, 'Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors', Personnel Psychology, 70, pp. 769 - 808, http://dx.doi.org/10.1111/peps.12208

Subramony M; Ehrhart K; Groth M; Holtom BC; van Jaarsveld DD; Yagil D; Darabi T; Walker D; Bowen DE; Fisk RP; Grönroos C; Wirtz J, 2017, 'Accelerating employee-related scholarship in service management: Research streams, propositions, and commentaries', Journal of Service Management, 28, pp. 837 - 865, http://dx.doi.org/10.1108/JOSM-02-2017-0055

Petrie K; Joyce S; Tan L; Henderson M; Johnson A; Nguyen H; Modini M; Groth M; Glozier N; Harvey SB, 2017, 'A framework to create more mentally healthy workplaces: A viewpoint.', Aust N Z J Psychiatry, 52, pp. 15 - 23, http://dx.doi.org/10.1177/0004867417726174

Johnson A; Nguyen H; Parker SK; Groth M; Coote S; Perry L; Way B, 2017, '“That was a good shift”: Interprofessional collaboration and junior doctors’ learning and development on overtime shifts', Journal of Health Organization and Management, 31, pp. 471 - 486, http://dx.doi.org/10.1108/JHOM-01-2017-0008

Wang KL; Nguyen H; Johnson AM; Groth M, 2017, 'Service with a fake smile: Detecting inauthentic emotions in service settings.', Academy of Management Proceedings, 2017, pp. 13117 - 13117, http://dx.doi.org/10.5465/ambpp.2017.13117abstract

Johnson A; Nguyen H; Groth M; Wang K; Ng JL, 2016, 'Time to change: a review of organisational culture change in health care organisations', Journal of Organizational Effectiveness, 3, pp. 265 - 288, http://dx.doi.org/10.1108/JOEPP-06-2016-0040

Yue Y; Wang KL; Groth M, 2016, 'The impact of surface acting on coworker-directed voluntary workplace behaviours', European Journal of Work and Organizational Psychology, 25, pp. 447 - 458, http://dx.doi.org/10.1080/1359432X.2015.1111874

Nguyen H; Groth M; Johnson A, 2016, 'When the Going Gets Tough, the Tough Keep Working: Impact of Emotional Labor on Absenteeism', Journal of Management, 42, pp. 615 - 643, http://dx.doi.org/10.1177/0149206313490026

Johnson A; Nguyen H; Parker SK; Groth M; Coote S; Perry L; Way B, 2016, '“That Was a Good Shift”: Interdisciplinary Collaboration and Junior Doctors’ Experience on Overtime.', Academy of Management Proceedings, 2016, pp. 13489 - 13489, http://dx.doi.org/10.5465/ambpp.2016.13489abstract

Paul M; Hennig-Thurau T; Groth M, 2015, 'Tightening or loosening the "iron cage"? The impact of formal and informal display controls on service customers', Journal of Business Research, 68, pp. 1062 - 1073, http://dx.doi.org/10.1016/j.jbusres.2014.10.008

Brach S; Walsh G; Hennig-Thurau T; Groth M, 2015, 'A dyadic model of customer orientation: Mediation and moderation effects', British Journal of Management, 26, pp. 292 - 309, http://dx.doi.org/10.1111/1467-8551.12049

Johnson A; Nguyen H; Groth M; Crisp J; White L, 2015, 'Reaping the Rewards of Cross-functional Teams: Why Processes make a difference to Team Performance', Academy of Management Proceedings, 2015, pp. 15584 - 15584, http://dx.doi.org/10.5465/ambpp.2015.15584abstract

Nguyen H; Groth M; Walsh G; Hennig-Thurau T, 2014, 'The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation', Psychology and Marketing, 31, pp. 1096 - 1109, http://dx.doi.org/10.1002/mar.20756

Wang KL; Groth M, 2014, 'Buffering the negative effects of employee surface acting: The moderating role of employee-customer relationship strength and personalized services', Journal of Applied Psychology, 99, pp. 341 - 350, http://dx.doi.org/10.1037/a0034428

Johnson A; Hong H; Groth M; Bove A; Crisp J; White L, 2013, 'Effect of Violence in Organizations on Organizational Effectiveness: The Role of Engagement', Academy of Management Proceedings, 2013, pp. 12117 - 12117, http://dx.doi.org/10.5465/ambpp.2013.12117abstract

Hong H; Groth M; Johnson A, 2012, 'An Investigation of the Effects of Individual- and Unit-level Display Rules on Work Outcomes', Academy of Management Proceedings, 2012, pp. 13457 - 13457, http://dx.doi.org/10.5465/ambpp.2012.13457abstract

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