Professor Markus Groth

Professor

Ph.D. in Management, University of Arizona

M.S. in Management, University of Arizona

B.A. in Psychology, University of Arizona

Business School

School of Management and Governance

Markus Groth is Professor of Organisational Behaviour in the School of Management and Governance at the UNSW Business School, UNSW Sydney. He earned his Ph.D. in Management from the University of Arizona. Markus’ research focuses on service management and aims to unravel the complexities of customer service. Much of his research explores the role of emotions in the workplace, specifically, the link between employee experiences of work and service quality experiences of the customers they serve, the behavioural and emotional components of service interactions, as well as the strategies organisations employ to form and maintain relationships with their customers. His work has been published in leading management and marketing journals such as Journal of Marketing, Journal of Applied Psychology, Personnel Psychology, Journal of Management, and Academy of Management Journal. In addition, he has consulted with both private and public organisations on human resource management issues and has held several research grants from the Australian Research Council in order to explore work design and emotional labour issues in the call centre and heath care sectors.

Phone

+61 2 9065 8270

E-mail

markusg@unsw.edu.au

Location

Room 516, UNSW Business School Building E12

Books | 2020

Kinicki A; Scott-Ladd BD; Perry M, 2020, Management A Practical Introduction

Books | 2006

Groth M; Hennig-Thurau T; Walsh G, 2006, Chapter 9 A conceptual model of the effects of emotional labor strategies on customer outcomes, http://dx.doi.org/10.1016/S1746-9791(06)02009-8
Book Chapters | 2015

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

Book Chapters | 2013

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

Book Chapters | 2011

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

Book Chapters | 2006

Groth M; Hennig-Thurau T; Walsh G, 2006, 'A conceptual model of the effects of emotional labor strategies on customer outcomes', in Zerbe WJ; Hartel C; Ashkanasy N (ed.), Research on Emotion in Organizations, Volume 2: Individual and Organizational Perspectives on Emotion Management and Display, edn. Original, Elsevier JAI, Oxford, UK, pp. 219 - 236, http://dx.doi.org/10.1016/S1746-9791(06)02009-8

Book Chapters | 2005

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, edn. Original, Nova Science Publications, New York, USA, pp. 415 - 433

Book Chapters | 1999

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
Journal articles | 2025

Ocampo ACG; Gu J; Wang L; Groth M; Tse HHM; Zhao H, 2025, 'The enriching effects of spouses’ emotion regulation ability on employees’ leader-member exchange: Evidence from spouse-employee-supervisor triads', Journal of Business Research, 186, http://dx.doi.org/10.1016/j.jbusres.2024.115049

Journal articles | 2024

Groth M; Bindl UK; Wang K; van Kleef GA, 2024, 'How social roles shape interpersonal affect regulation at work', Organizational Psychology Review, 14, pp. 25 - 88, http://dx.doi.org/10.1177/20413866231208048

Journal articles | 2024

Nguyen H; Groth M; Johnson A, 2024, 'How Display Rules Influence Turnover in Healthcare Teams and the Moderating Role of Team Negative Affective Tone', Journal of Service Research, 27, pp. 397 - 413, http://dx.doi.org/10.1177/10946705231176070

Journal articles | 2024

Subramony M; Kepes S; Groth M; Yagil D; Solnet D, 2024, 'Human resource management in the emerging work ecosystem: Propositions for scholarship and implications for practice', European Management Review, http://dx.doi.org/10.1111/emre.12681

Journal articles | 2024

Wu Y; Smith NA; Zettna N; Van Jaarsveld D; Koopmann J; Zhang K; Groth M; Danatzis I; Möller-Herm J; Bellamkonda N; Chandra Sheel R; Subramony MV, 2024, 'Rethinking Customer Mistreatment at the Service Frontlines', Academy of Management Proceedings, 2024, http://dx.doi.org/10.5465/amproc.2024.12237symposium

Journal articles | 2023

Groth M; Esmaeilikia M, 2023, 'The impact of emotional labor strategy order effects on customer satisfaction within service episodes', European Journal of Marketing, 57, pp. 3041 - 3071, http://dx.doi.org/10.1108/EJM-09-2021-0679

Journal articles | 2023

Ivanova S; Treffers T; Langerak F; Groth M, 2023, 'Holding Back or Letting Go? The Effect of Emotion Suppression on Relationship Viability in New Venture Teams', Entrepreneurship: Theory and Practice, 47, pp. 1460 - 1495, http://dx.doi.org/10.1177/10422587221093295

Journal articles | 2023

Subramony M; Kepes S; Yagil D; Groth M; Solnet D, 2023, 'The influence of technology on the future of work: Bibliometric review and directions for management scholarship', Group and Organization Management, http://dx.doi.org/10.1177/10596011231212517

Journal articles | 2023

Subramony M; van Jaarsveld D; Nguyen H; Groth M; Solnet D, 2023, 'Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship', Journal of Service Management, 34, pp. 829 - 842, http://dx.doi.org/10.1108/JOSM-07-2023-0326

Journal articles | 2023

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', Academy of Management Proceedings, 2023, http://dx.doi.org/10.5465/amproc.2023.15493symposium

Journal articles | 2023

Wu Y; Groth M; Zhang K; Minbashian A, 2023, 'A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes', Journal of Service Management, 34, pp. 896 - 940, http://dx.doi.org/10.1108/JOSM-08-2022-0262

Journal articles | 2022

Esmaeilikia M; Groth M, 2022, 'A motivational approach to emotional labor: Examining the link between goal orientation and emotional labor strategies', Journal of Management and Organization, 28, pp. 1280 - 1300, http://dx.doi.org/10.1017/jmo.2019.63

Journal articles | 2022

Yue Y; Wang KL; Groth M, 2022, 'It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery', Journal of Service Research, 25, pp. 478 - 493, http://dx.doi.org/10.1177/10946705211049098

Journal articles | 2021

Subramony M; Groth M; Hu X; Wu Y, 2021, 'Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review', Journal of Service Research, 24, pp. 230 - 248, http://dx.doi.org/10.1177/1094670521999721

Journal articles | 2021

Subramony M; Groth M, 2021, 'Enacting Service Work in a Changing World: Time for a Dialogue', Journal of Service Research, 24, pp. 226 - 229, http://dx.doi.org/10.1177/1094670521989452

Journal articles | 2021

Wang KL; Nguyen H; Johnson A; Groth M, 2021, 'Caught out! The role of customer emotional intelligence and dual thinking processes in perceptions of frontline service employees' inauthentic positive displays', Psychology and Marketing, 38, pp. 2191 - 2208, http://dx.doi.org/10.1002/mar.21567

Journal articles | 2021

Yue Y; Nguyen H; Groth M; Johnson A; Frenkel S, 2021, 'When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees', Journal of Service Research, 24, pp. 435 - 454, http://dx.doi.org/10.1177/1094670520967994

Journal articles | 2020

Johnson A; Dey S; Nguyen H; Groth M; Joyce S; Tan L; Glozier N; Harvey SB, 2020, 'A review and agenda for examining how technology-driven changes at work will impact workplace mental health and employee well-being', Australian Journal of Management, 45, pp. 402 - 424, http://dx.doi.org/10.1177/0312896220922292

Journal articles | 2020

Wang KL; Johnson A; Nguyen H; Goodwin RE; Groth M, 2020, 'The Changing Value of Skill Utilisation: Interactions with Job Demands on Job Satisfaction and Absenteeism', Applied Psychology, 69, pp. 30 - 58, http://dx.doi.org/10.1111/apps.12200

Journal articles | 2019

Amarnani R; Shao R; Hershcovis S; Amarnani R; Frenkel SJ; Groth M; Johnson AM; Koopmann J; Liu F; Nguyen H; Park J; Shao R; Skarlicki D; Song Y; Song Y; Walker DD; Wu H; Yue Y, 2019, 'Aggression in Service Interactions: New Directions in Customer Mistreatment', Academy of Management Proceedings, 2019, pp. 12388 - 12388, http://dx.doi.org/10.5465/ambpp.2019.12388symposium

Journal articles | 2019

Groth M; Wu Y; Nguyen H; Johnson A, 2019, 'The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience', Annual Review of Organizational Psychology and Organizational Behavior, 6, http://dx.doi.org/10.1146/annurev-orgpsych-012218-015056

Journal articles | 2019

Nguyen H; Yue Y; Groth M; Frenkel SJ, 2019, 'Finding dignity in dirty work: Influence of perceived social worth & impact on job performance', Academy of Management Proceedings, 2019, pp. 14935 - 14935, http://dx.doi.org/10.5465/ambpp.2019.14935abstract

Journal articles | 2019

Pugh SD; Groth M, 2019, 'Why emotions matter to the practice of management: Lessons learned from the service research literature', Organizational Dynamics, http://dx.doi.org/10.1016/j.orgdyn.2019.04.004

Journal articles | 2018

Johnson A; Nguyen H; Groth M; White L, 2018, 'Reaping the Rewards of Functional Diversity in Healthcare Teams: Why Team Processes Improve Performance', Group and Organization Management, 43, pp. 440 - 474, http://dx.doi.org/10.1177/1059601118769192

Journal articles | 2018

Johnson A; Nguyen H; Groth M; White L, 2018, 'Workplace aggression and organisational effectiveness: The mediating role of employee engagement', Australian Journal of Management, 43, pp. 614 - 631, http://dx.doi.org/10.1177/0312896218768378

Journal articles | 2018

Subramony M; Solnet D; Groth M; Yagil D; Hartley N; Beomcheol Kim P; Golubovskaya M, 2018, 'Service work in 2050: toward a work ecosystems perspective', Journal of Service Management, 29, pp. 956 - 974, http://dx.doi.org/10.1108/JOSM-05-2018-0131

Journal articles | 2018

Yue Y; Wang KL; Groth M, 2018, 'The Spillover Effect of Customer Mistreatment on Frontline Employees’ Subsequent Performance', Academy of Management Proceedings, 2018, pp. 10650 - 10650, http://dx.doi.org/10.5465/ambpp.2018.10650abstract

Journal articles | 2017

Johnson A; Nguyen H; Parker SK; Groth M; Coote S; Perry L; Way B, 2017, '“That was a good shift”: Interprofessional collaboration and junior doctors’ learning and development on overtime shifts', Journal of Health Organization and Management, 31, pp. 471 - 486, http://dx.doi.org/10.1108/JHOM-01-2017-0008

Journal articles | 2017

Petrie K; Joyce S; Tan L; Henderson M; Johnson A; Nguyen H; Modini M; Groth M; Glozier N; Harvey SB, 2017, 'A framework to create more mentally healthy workplaces: A viewpoint.', Aust N Z J Psychiatry, 52, pp. 15 - 23, http://dx.doi.org/10.1177/0004867417726174

Journal articles | 2017

Subramony M; Ehrhart K; Groth M; Holtom BC; van Jaarsveld DD; Yagil D; Darabi T; Walker D; Bowen DE; Fisk RP; Grönroos C; Wirtz J, 2017, 'Accelerating employee-related scholarship in service management: Research streams, propositions, and commentaries', Journal of Service Management, 28, pp. 837 - 865, http://dx.doi.org/10.1108/JOSM-02-2017-0055

Journal articles | 2017

Wang KL; Nguyen H; Johnson AM; Groth M, 2017, 'Service with a fake smile: Detecting inauthentic emotions in service settings.', Academy of Management Proceedings, 2017, pp. 13117 - 13117, http://dx.doi.org/10.5465/ambpp.2017.13117abstract

Journal articles | 2017

Yue Y; Wang KL; Groth M, 2017, 'Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors', Personnel Psychology, 70, pp. 769 - 808, http://dx.doi.org/10.1111/peps.12208

Journal articles | 2016

Johnson A; Nguyen H; Groth M; Wang K; Ng JL, 2016, 'Time to change: a review of organisational culture change in health care organisations', Journal of Organizational Effectiveness, 3, pp. 265 - 288, http://dx.doi.org/10.1108/JOEPP-06-2016-0040

Journal articles | 2016

Johnson A; Nguyen H; Parker SK; Groth M; Coote S; Perry L; Way B, 2016, '“That Was a Good Shift”: Interdisciplinary Collaboration and Junior Doctors’ Experience on Overtime.', Academy of Management Proceedings, 2016, pp. 13489 - 13489, http://dx.doi.org/10.5465/ambpp.2016.13489abstract

Journal articles | 2016

Nguyen H; Groth M; Johnson A, 2016, 'When the Going Gets Tough, the Tough Keep Working: Impact of Emotional Labor on Absenteeism', Journal of Management, 42, pp. 615 - 643, http://dx.doi.org/10.1177/0149206313490026

Journal articles | 2016

Yue Y; Wang KL; Groth M, 2016, 'The impact of surface acting on coworker-directed voluntary workplace behaviours', European Journal of Work and Organizational Psychology, 25, pp. 447 - 458, http://dx.doi.org/10.1080/1359432X.2015.1111874

Journal articles | 2015

Brach S; Walsh G; Hennig-Thurau T; Groth M, 2015, 'A dyadic model of customer orientation: Mediation and moderation effects', British Journal of Management, 26, pp. 292 - 309, http://dx.doi.org/10.1111/1467-8551.12049

Journal articles | 2015

Johnson A; Nguyen H; Groth M; Crisp J; White L, 2015, 'Reaping the Rewards of Cross-functional Teams: Why Processes make a difference to Team Performance', Academy of Management Proceedings, 2015, pp. 15584 - 15584, http://dx.doi.org/10.5465/ambpp.2015.15584abstract

Journal articles | 2015

Paul M; Hennig-Thurau T; Groth M, 2015, 'Tightening or loosening the "iron cage"? The impact of formal and informal display controls on service customers', Journal of Business Research, 68, pp. 1062 - 1073, http://dx.doi.org/10.1016/j.jbusres.2014.10.008

Journal articles | 2014

Nguyen H; Groth M; Walsh G; Hennig-Thurau T, 2014, 'The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation', Psychology and Marketing, 31, pp. 1096 - 1109, http://dx.doi.org/10.1002/mar.20756

Journal articles | 2014

Wang KL; Groth M, 2014, 'Buffering the negative effects of employee surface acting: The moderating role of employee-customer relationship strength and personalized services', Journal of Applied Psychology, 99, pp. 341 - 350, http://dx.doi.org/10.1037/a0034428

Journal articles | 2013

Johnson A; Hong H; Groth M; Bove A; Crisp J; White L, 2013, 'Effect of Violence in Organizations on Organizational Effectiveness: The Role of Engagement', Academy of Management Proceedings, 2013, pp. 12117 - 12117, http://dx.doi.org/10.5465/ambpp.2013.12117abstract

Journal articles | 2012

Hong H; Groth M; Johnson A, 2012, 'An Investigation of the Effects of Individual- and Unit-level Display Rules on Work Outcomes', Academy of Management Proceedings, 2012, pp. 13457 - 13457, http://dx.doi.org/10.5465/ambpp.2012.13457abstract

Journal articles | 2012

Wang KL; Groth M, 2012, 'Moderating the effect of emotional labor: The role of relationship strength & personalized service', Academy of Management Proceedings, 2012, pp. 11808 - 11808, http://dx.doi.org/10.5465/ambpp.2012.11808abstract

Journal articles | 2011

Goodwin RE; Groth M; Frenkel SJ, 2011, 'Relationships between emotional labor, job performance, and turnover', Journal of Vocational Behavior, 79, pp. 538 - 548, http://dx.doi.org/10.1016/j.jvb.2011.03.001

Journal articles | 2011

Johnson AM; Hong H; Groth M; Parker SK, 2011, 'Learning and development: Promoting nurses' performance and work attitudes', Journal of Advanced Nursing, 67, pp. 609 - 620, http://dx.doi.org/10.1111/j.1365-2648.2010.05487.x

Journal articles | 2010

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

Journal articles | 2009

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

Journal articles | 2009

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

Journal articles | 2006

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

Journal articles | 2006

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

Journal articles | 2006

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

Journal articles | 2005

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

Journal articles | 2005

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

Journal articles | 2004

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

Journal articles | 2002

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

Journal articles | 2002

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

Journal articles | 2002

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

Journal articles | 2001

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

Journal articles | 2001

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

Journal articles | 2001

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

Journal articles | 1997

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 | 2023

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

Conference Papers | 2015

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

Reports | 2014

Harvey S; Joyce S; Tan L; Johnson A; Nguyen H; Modini M; Groth M, 2014, Developing a mentally healthy workplace: A review of the literature, Mental Health Commission, Australian Government, http://www.mentalhealthcommission.gov.au/media/116414/Developing%20a%20mentally%20healthy%20workplace_Final%20November%202014.docx

Datasets | 2012

Grandey A; Foo SC; Groth M; Goodwin RE, 2012, Mistreatment by Patients and Their Families Measure, , http://dx.doi.org/10.1037/t08575-000

Datasets | 2012

Grandey A; Foo SC; Groth M; Goodwin RE, 2012, Team Climate of Authenticity Measure, , http://dx.doi.org/10.1037/t08574-000

Datasets | 2011

Johnson A; Hong H; Groth M; Crisp J; White L, 2011, Leadership Matters: Getting the Process Right in Healthcare Teams, , http://dx.doi.org/10.1037/e518362013-065

Conference Presentations | 2009

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

Conference Presentations | 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

Conference Presentations | 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

Conference Presentations | 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

Conference Presentations | 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

Conference Presentations | 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

Conference Presentations | 2008

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

Conference Presentations | 2008

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

Conference Presentations | 2007

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

Conference Presentations | 2007

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

Conference Presentations | 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

Conference Presentations | 2006

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

Conference Presentations | 2006

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

Conference Presentations | 2006

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

Conference Presentations | 2005

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

Conference Presentations | 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

Conference Presentations | 2004

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

Conference Papers | 2004

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 | 2004

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

Conference Presentations | 2004

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

Conference Presentations | 2003

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

Conference Presentations | 2003

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

Conference Presentations | 2003

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

Conference Presentations | 2002

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

Conference Presentations | 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

Conference Presentations | 2002

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

Conference Presentations | 2002

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

Conference Presentations | 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

Conference Presentations | 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

Conference Presentations | 2001

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

Conference Presentations | 2001

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

Conference Presentations | 2000

Groth M; Gilliland SW, 2000, 'Managing wait time: Effects of different types of waiting lines', presented at Society for Industrial and Organizational Psychology 2000, New Orleans, LA, USA

Conference Presentations | 2000

Groth M; Goldman BM; Gilliland SW, 2000, 'Employee litigation: The influence of attributions and social support in legal-claiming intentions', presented at Summit del Sol Conference 2000, Tucson, AZ, USA

Conference Presentations | 2000

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

Conference Presentations | 1999

Groth M; Gilliland SW, 1999, 'Effects of explanations and waiting duration information on perception of service delivery delays', presented at Summit del Sol Conference 1999, Tempe, AZ

Conference Presentations | 1999

Groth M; Gilliland SW, 1999, 'Effects of explanations and waiting duration information on perceptions of service delivery delays', presented at Academy of Management Meetings, Chicago, IL

Conference Presentations | 1998

Benson L; Groth M; Beach LR, 1998, 'The relationship between time constraints and time pressure', presented at Annual meeting of the Society for Judgment and Decision Making 1998, Dallas, TX, USA

Datasets | 1998

Benson L; Groth M; Beach LR, 1998, The relationship between time constraints and time pressure, , http://dx.doi.org/10.1037/e683302011-028

Conference Presentations | 1997

Benson L; Groth M; Beach LR, 1997, 'In pursuit of a model of perceived time pressure', presented at Annual meeting of the Society for Judgment and Decision Making 1997, Philadelphia, PA, USA

Datasets | 1997

Benson L; Groth M; Beach LR, 1997, In pursuit of a model of perceived time pressure, , http://dx.doi.org/10.1037/e683282011-001

Australian Research Council (ARC) Linkage Grant. Nguyen, H., Johnson, J., Parker, S., Williamson, A., Groth, M., Molesworth, B., Bolton, P., Allen, S., Dunbar, N., Tuqiri, K., & Olesen, K., Groth, M. (CI). Advancing knowledge on silence and its impact on errors and safety. 2016-2019.

Australian Research Council (ARC) Discovery Grant. Groth, M. Understanding the learning and development of employees’ emotion regulation strategies over time: Rethinking the paradigm. 2013-2016.

Australian Research Council (ARC) Linkage Grant. Groth, M., Johnson, A. M., Hong, H., Grandey, A. A., White, L. J., & Crisp, J. The Heart of Health Care: Advancing Emotional Well-being, Engagement and Performance in Hospitals. Partner Organizations: Sydney Children’s Hospital, Prince of Wales Hospital, Royal Children’s Hospital, Royal Hospital for Women and Sydney Hospital Sydney Eye Hospital. 2009-2012.

Australian Research Council (ARC) Linkage Grant. Groth, M., Parker, S. K., McCarthy, S., & Thornton, A. Delivering Better Patient Care: Promoting Well-Being and Performance of Health Care Professionals. Partner Organization: Prince of Wales Hospital. 2007-2010.

Australian Research Council (ARC) Linkage Grant. Frenkel, S. J., & Groth, M. Managing Call Centres: A Study of Management Practices, Work and Outcomes. Partner Organizations: AMP Customer Service and National Australia Bank. 2007-2009.

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Professor Markus Groth