By Professor Markus Groth

Journal articles

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

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