By Professor Markus Groth

Journal articles

Allen J; Pugh SD; Grandey A; Groth M, 2010, 'Following Display Rules in Good or Bad Faith?: Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship.', Human Performance, 52, pp. 958 - 974

Groth M; Hennig-Thurau T; Walsh GP, 2009, 'Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy', Academy of Management Journal, 52, pp. 958 - 974

Rauyruen P; Miller K; Groth M, 2009, 'B2B services: Linking service loyalty and brand equity', Journal of Services Marketing, 23, pp. 175 - 186

Hennig-Thurau T; Groth M; Paul M; Gremler DD, 2006, 'Are all smiles created equal? How emotional contagion and emotional labor affect service relationships', Journal of Marketing, 70, pp. 58 - 73

Hennig-Thurau T; Groth M; Paul M; Gremler DD, 2006, 'Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships', Journal of Marketing, 70, pp. 58 - 73, http://dx.doi.org/10.1509/jmkg.70.3.058

Groth M; Gilliland SW, 2006, 'Having to wait for service: Customer reactions to delays in service delivery', Applied Psychology - an International Review - Psychologie Appliquee - Revue Internationale, 55, pp. 107 - 129

Walsh G; Groth M; Wiedmann K, 2005, 'An examination of consumers` motives to switch energy suppliers', Journal of Marketing Management, 21, pp. 421 - 440, http://dx.doi.org/10.1362/0267257053779091

Groth M, 2005, 'Customers as good soldiers: Examining citizenship behaviors in internet service deliveries', Journal of Management, 31, pp. 7 - 27

Walsh G; Wiedmann KP; Groth M, 2004, 'Examining Consumer Behavior in the Liberalized German Energy Marketbthe Influence of Customer Satisfaction on Customer Willingness to Switch Public Utility Companies', Advances in Consumer Research, 31, pp. 373 - 374, http://www.acrwebsite.org/volumes/v31/acr_vol31_17.pdf

Gutek BA; Groth M; Cherry B, 2002, 'Achieving service success through relationships and enhanced encounters', The Academy of Management Perspectives, 16, pp. 132 - 144

Groth M; Goldman BM; Gilliland SW; Bies RJ, 2002, 'Commitment to legal claiming: Influences of attributions, social guidance, and organizational tenure', Journal of Applied Psychology, 87, pp. 781 - 788

Goldman BM; Masterson SS; Locke EA; Groth M, 2002, 'Goal-directedness and personal identity as correlates of life outcomes', Psychological Reports, 91, pp. 153 - 166

Groth M; Gutek BA; Douma B, 2001, 'Effects of service mechanisms and modes on customers` attributions about service delivery', Journal of Quality Management, 6, pp. 331 - 348

Gilliland SW; Groth M; Baker RC; Dew AF; Polly LM; Langdon JC, 2001, 'Improving applicants’ reactions to rejection letters: An application of Fairness theory', Personnel Psychology, 54, pp. 669 - 703

Groth M; Gilliland SW, 2001, 'The role of procedural justice in the delivery of services', Journal of Quality Management, 6, pp. 77 - 97, http://dx.doi.org/10.1016/S1084-8568(01)00030-X

Domino G; Groth M, 1997, 'Attitudes toward suicide: German and U.S. nationals', Omega - Journal of Death and Dying, 35, pp. 309 - 319

Conference Papers

Subramony MV; Van Jaarsveld D; Koopmann J; Walker DD; Zettna N; Wu Y; Smith NA; Danatzis I; Kim SK; Wang KL; Groth M; Hu X; Cockburn B; Möller-Herm J; Herm S, 2023, 'Priorities for Research on Customer Mistreatment in the Evolving Workplace', in Academy of Management Proceedings, Academy of Management, http://dx.doi.org/10.5465/amproc.2023.15493symposium

Yue Y; Wang KL; Groth M, 2015, 'Incivility breeds civility? Effect of customer mistreatment on employees' daily helping behavior', in 75th Annual Meeting of the Academy of Management, AOM 2015, pp. 37 - 42, http://dx.doi.org/10.5465/AMBPP.2015.154

Groth M; Mertens DP; Murphy RU, 2004, 'Examining customer behaviors in e-service and face-to-face service deliveries', in Solomon GT (ed.), Proceedings of the Academy of Management Annual Meeting: AOM Best Conference Papers 2009, Academy of Management, Briarcliff Manor, NY, pp. 8 - 8, presented at Academy of Management Annual Meeting, New Orleans USA, 06 August 2004 - 11 August 2004

Conference Presentations

Bindl U; Parker SK; Growth M; Collins CG; Johnson AM, 2009, 'Disentangling the Motivational Drivers of Nurses’ Voice and Proactive Care', presented at 8th Australian Industrial and Organizational Psychology Conference, Sydney, 25 June 2009 - 28 June 2009

Goodwin RE; Groth M, 2009, 'Identity and emotional labour: An empirical perspective', presented at 8th Industrial and Organisational Psychology Conference, Sydney, Australia, 25 June 2009 - 28 June 2009

Groth M; Goodwin RE; Johnson AM; Hong H, 2009, 'Patient care with a smile: The role of emotional labour in delivering quality patient care', presented at 8th Industrial and Organisational Psychology Conference, Sydney, Australia, 25 June 2009 - 28 June 2009

Groth M; Johnson AM; Goodwin RE; Hong H, 2009, 'The cost of faking: The effects of emotional labour on nurses’ sick leave and turnover behavior', presented at 8th Industrial and Organisational Psychology Conference, Sydney, Australia, 25 June 2009 - 28 June 2009

Groth M; Goodwin RE; Frenkel SJ, 2009, 'Examining the relationship between emotional labor, work context, and employee outcomes', presented at Society for Industrial and Organizational Psychology 2009, New Orleans, USA

Parker SK; Bindl U; Collins CG; Growth M; Johnson AM, 2008, 'Why don’t people speak out? Investigating active and passive silence', presented at Academy of Management Annual Meeting, Anaheim, CA USA, 08 August 2008 - 13 August 2008

Allen J; Pugh SD; Grandey AA; Groth M, 2008, 'Customer orientation as moderator of display rules and surface acting', presented at Society for Industrial and Organizational Psychology 2008, San Francisco

Goodwin RE; Groth M, 2008, 'Soft smiles and hard facts: Emotional labour and organizational well-being of call centre employees', presented at Asia Pacific Symposium on Emotions in Worklife, Newcastle, Australia

Groth M; Frenkel SJ, 2007, 'Emotional labor, well-being and performance among front-line call center workers', presented at Academy of Management Meetings, Philadelphia, PA, USA

Groth M; Frenkel SJ, 2007, 'Forced to smile: The effects of emotional labor of call center employees on performance and absenteeism', presented at Society for Industrial and Organizational Psychology 2007, New York, NY, USA

Groth M; Pugh SD; Hennig-Thurau T, 2006, 'Inauthenticity as a Moderator of the Relationship between Emotional Labor and Employee Outcomes', presented at Academy of Management Conference, Atlanta, GA, USA, 11 August 2006 - 16 August 2006

Groth M; Hennig-Thurau T; Walsh G, 2006, 'Linking emotional labor with customer perceptions, service outcomes, and employee determinants', presented at Academy of Management Conference, Atlanta, GA, USA, 11 August 2006 - 16 August 2006

Groth M, 2006, 'Is customer service relevant?', presented at Annual Scientific Meeting of the Australasian College for Emergency Medicine, Sydney, Australia

Groth M; Hennig-Thurau T; Walsh G, 2006, 'Service with a smile: Linking employee emotional labor with employee determinants, customer perceptions, and service outcomes', presented at AMA Frontiers in Services Conference 2006, Brisbane, Australia

Hennig-Thurau T; Groth M; Paul M, 2005, 'Emotional contagion in service delivery: How employee emotions impact customers', presented at Society for Industrial and Organizational Psychology 2005, Los Angeles, CA, USA

Groth M; Mertens DP; Murphy RO, 2004, 'At the click of a button: Examining customer behaviors in e-service and face-to-face service deliveries', presented at Academy of Management Annual Meeting, New Orleans USA, 06 August 2004 - 11 August 2004

Groth M; Hennig-Thurau T; Walsh G, 2004, 'A conceptual model of the effects of emotional labor strategies on customer outcomes', presented at Conference on Emotions and Organizational Life, London, UK

Hennig-Thurau T; Groth M; Walsh G, 2004, 'Examining customer related outcomes and antecedents of service employees’ emotional labor strategies for interactive and individualized services', presented at American Marketing Association Summer Educators’ Conference, Boston, MA, USA

Groth M, 2004, 'The helping hand of customers: The moderating effects of e-service delivery and service relationships on customer behaviors during service delivery', presented at AMA Frontiers in Services Conference 2004, Miami, FL, USA

Groth M; Mertens DP; Murphy RO, 2003, 'Customers as good soldiers: Examining citizenship behaviors in service deliveries', presented at Academy of Management Meetings, Seattle, WA, USA

Groth M; Walsh G; Hennig-Thurau T, 2003, 'Emotional labor: Review of the literature and implications for service research', presented at AMA Frontiers in Services Conference 2003, Washington, D.C., USA

Wiedmann K; Walsh G; Groth M; Mitchell VW, 2003, 'Examining consumer behavior in the liberalized German energy market: The influence of customer satisfaction on customer willingness to switch public utility companies', presented at Association of Consumer Research, Toronto, Canada

Groth M, 2002, 'Customer citizenship behavior in Internet service deliveries: A social exchange perspective', presented at Academy of Management Meetings, Denver, CO, USA, 09 August 2002 - 14 August 2002

Groth M, 2002, 'Service per mouseclick: Identifying antecedents of customer coproduction and citizenship behaviors', presented at Academy of Management Meetings, Denver, CO, USA, 09 August 2002 - 14 August 2002

Schneider SK; Gutek BA; Groth M, 2002, 'The effects of customer and service provider gender on customer satisfaction: Stereotype Congruence versus Ingroup Bias', presented at Academy of Management Meetings, Denver, CO, USA, 09 August 2002 - 14 August 2002

Groth M, 2002, 'Customer Citizenship Behavior on the Internet: Scale Development and Validation', presented at Society for Industrial and Organizational Psychology 2002, Toronto, Canada

Groth M, 2002, 'Managing Virtual Customers: Examining Different Types of Online Customer Behavior', presented at AMA Frontiers in Services Conference 2002, Maastricht, Netherlands

Fallon JB; Gilliland SW; Groth M; Ferreter J, 2002, 'The development of the Applicant Reactions Scales (ARS)', presented at Society for Industrial and Organizational Psychology 2002, Toronto, Canada

Groth M; Goldman BM; Gilliland SW; Bies RJ, 2001, '“It’s all your fault!”: Attributions and Legal-Claiming', presented at Society for Industrial and Organizational Psychology 2001, San Diego, CA, USA

Groth M, 2001, 'The virtual employee: Extending human resource principles to Internet organizations', presented at Summit del Sol Conference 2001, Tucson, AZ, USA

Groth M; Gutek BA; Douma B, 2000, 'Effects of Service Delivery Mode and Mechanism on Customers’ Perceptions in Co-Production', presented at Academy of Management Meetings, Toronto, Canada

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