Concepedia

Markus Groth

MG

45

Publications

5.7K

Citations

29

H-Index

1997

Active since

Affiliations

UNSW Sydney(Current)

The University of Sydney

Northern Illinois University

University of Arizona

University of Münster

Markus Groth is an author at UNSW Sydney specializing in management, business, and organizational behavior.

Top concepts

BusinessManagementOrganizational BehaviorCustomer SatisfactionMarketingSocial SciencesConsumer ResearchHuman ResourcesPsychologyApplied Social Psychology

Publications per year

1997–2023

45

Publications

45

Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries

Markus Groth · Journal of Management · 2005 · 786 citations

Customer Experience, Customer Satisfaction, Digital Marketing +22

Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships

Thorsten Hennig‐Thurau, Markus Groth, Michael Paul et al. · Journal of Marketing · 2006 · 734 citations

Service Provider, Customer Satisfaction, Customer Experience +27

Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy

Markus Groth, Thorsten Hennig‐Thurau, Gianfranco Walsh · Academy of Management Journal · 2009 · 554 citations

Customer Satisfaction, Customer Reactions, Affective Design +23

Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships

Thorsten Hennig‐Thurau, Markus Groth, Michael Paul et al. · Journal of Marketing · 2006 · 525 citations

Service Provider, Customer Satisfaction, Customer Experience +22

Free to be you and me: A climate of authenticity alleviates burnout from emotional labor.

Alicia A. Grandey, Su Chuen Foo, Markus Groth et al. · Journal of Occupational Health Psychology · 2011 · 401 citations

Social Psychology, Human Condition, Human Resource Management +24

Rows per page

1–5 of 45