By Professor Markus Groth

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

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