Markus Groth, Associate Professor
Associate Professor, Australian School of Business, University of New South WalesUnsw Sydney, Australia
Research field: Business Administration - Management and Strategy
service management, emotions at work
Publications
-
Book Section (4)
-
Markus Groth, Robyn E Goodwin (2011) Customer service, 329-357. In APA handbook of industrial and organizational psychology, Vol 3: Maintaining, expanding, and contracting the organization.Download PDF (158.52 KB)
-
Markus Groth, Thorsten Hennig-Thurau, Gianfranco Walsh (2006) A conceptual model of the effects of emotional labor strategies on customer outcomes, 219-236. In Research on emotion in organizations: Individual and organizational perspectives on emotion management and display.Download PDF (168.28 KB)
-
Markus Groth, Daniel P Mertens, Ryan O Murphy (2005) Customers as good soldiers: Extending organizational citizenship behavior research to the customer domain, 415-433.Download PDF (801.77 KB)
-
Barbara A Gutek, Bennett Cherry, Markus Groth (1999) Gender and service delivery, 47-68.Download PDF (1012.36 KB)
-
-
Conference Proceedings (1)
-
I I I Benson Lehman, Markus Groth, Lee R Beach (1998) The relationship between time constraints and time pressure, 242-245.Download PDF (55.19 KB)
-
-
Journal Article (19)
-
Alicia A Grandey, Su Chuen Foo, Markus Groth et al. (2012) Free to be you and me: A climate of authenticity alleviates burnout from emotional labor, 1-14. In Journal of Occupational Health Psychology 17 (1).Download PDF (282.16 KB)
-
Anya Johnson, Helena Hong, Markus Groth et al. (2011) Learning and development: promoting nurses' performance and work attitudes., 609-620. In Journal of Advanced Nursing 67 (3).Download PDF (151.18 KB)
-
Robyn E. Goodwin, Markus Groth, Stephen J. Frenkel (2011) Relationships between emotional labor, job performance, and turnover, 538-548. In Journal of Vocational Behavior 79 (2).Download PDF (370.36 KB)
-
S Douglas Pugh, Markus Groth, Thorsten Hennig-Thurau (2011) Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being, 377-390. In Journal of Applied Psychology 96 (2).Download PDF (135.47 KB)
-
Joseph A Allen, S Douglas Pugh, Alicia A Grandey et al. (2010) Following display rules in good or bad faith?: Customer orientation as a moderator of the display rule-emotional labor relationship, 101-115. In Human Performance 23 (2).Download PDF (157.46 KB)
-
Daniel P Mertens, Robyn E Goodwin, Markus Groth (2010) The role of violation thresholds in the decisions of job applications: An application and extension of image theory, 73-86. In International Journal of Organisational Behaviour 15 (1).Download PDF (520.18 KB)
-
Papassapa Rauyruen, Kenneth E Miller, Markus Groth (2009) B2B services: Linking service loyalty and brand equity, 175-186. In Journal of Services Marketing 23 (3).Download PDF (218.67 KB)
-
Markus Groth, Thorsten Hennig-Thurau, Gianfranco Walsh (2009) Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy, 958-974. In Academy of Management Journal 52 (5).Download PDF (193.99 KB)
-
Thorsten Hennig-Thurau, Markus Groth, Michael Paul et al. (2006) Are all smiles created equal? How emotional contagion and emotional labor affect service relationships, 58-73. In Journal of Marketing 70 (3).Download PDF (179.51 KB)
-
Markus Groth, Stephen W Gilliland (2006) Having to wait for service: Customer reactions to delays in service delivery, 107-129. In Applied Psychology: An International Review 55 (1).Download PDF (157.75 KB)
- See all
-
Awards and Grants
-
Jul 2009Australian Research Council (ARC) Linkage Grant: The Heart of Health Care: Advancing Emotional Well-
-
Jul 2007Australian Research Council (ARC) Linkage Grant: Delivering Better Patient Care: Promoting Well-Bein
-
Jul 2007Australian Research Council (ARC) Linkage Grant: Managing Call Centres: A Study of Management Practi
Biographical Information
Markus Grothis a Associate Professor in the School of Organisation and Management at the University of New South Wales. He earned his Ph.D. in management at the University of Arizona. His research interests include service management and emotions in the workplace.
CV
Professional Experience
2010 - Present
Associate Professor at Australian School of Business, University of New South Wales
Sydney, Australia
Sydney, Australia
Education
Aug 1997 - Oct 2001
University of Arizona
in Tucson, Arizona, United States
Ph.D.
Ph.D.
Dec 1997 - Dec 1999
University of Arizona
in Tucson, Arizona, United States
B.A. in Psychology
B.A. in Psychology
Dec 1997 - Dec 1999
University of Arizona
in Tucson, Arizona, United States
M.S. in Management
M.S. in Management
Publication Statistics
Graphed by cumulative total
Graphed by month
Graphed by day
Graphed by day
Data temporarily unavailable.
Not enough data available.
Public Groups
Public groups Markus is a member of
- Not a member of any groups yet.
Public groups Markus is following
- Not following any groups yet.
- Find new public groups.
Destinations
Sign up today - FREE
Mendeley saves you time finding and organizing research. Learn more