Markus Groth

Professor

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.

 

Journal articles
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Subramony M; Groth M; Hu X; Wu Y, 2021, 'Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review', Journal of Service Research, pp. 109467052199972 - 109467052199972, http://dx.doi.org/10.1177/1094670521999721
2021
Subramony M; Groth M, 2021, 'Enacting Service Work in a Changing World: Time for a Dialogue', Journal of Service Research, http://dx.doi.org/10.1177/1094670521989452
2021
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, vol. 45, pp. 402 - 424, http://dx.doi.org/10.1177/0312896220922292
2020
Yue Y; Nguyen H; Groth M; Johnson A; Frenkel S, 2020, 'When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees', Journal of Service Research, http://dx.doi.org/10.1177/1094670520967994
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, vol. 69, pp. 30 - 58, http://dx.doi.org/10.1111/apps.12200
2020
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
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, vol. 6, pp. 89 - 113, http://dx.doi.org/10.1146/annurev-orgpsych-012218-015056
2019
Esmaeilikia M; Groth M, 2019, 'A motivational approach to emotional labor: Examining the link between goal orientation and emotional labor strategies', Journal of Management and Organization, http://dx.doi.org/10.1017/jmo.2019.63
2019
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, vol. 29, pp. 956 - 974, http://dx.doi.org/10.1108/JOSM-05-2018-0131
2018
Yue Y; Wang KL; Groth M, 2018, 'The Spillover Effect of Customer Mistreatment on Frontline Employees’ Subsequent Performance', Academy of Management Proceedings, vol. 2018, pp. 10650 - 10650, http://dx.doi.org/10.5465/ambpp.2018.10650abstract
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, vol. 43, pp. 440 - 474, http://dx.doi.org/10.1177/1059601118769192
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, vol. 43, pp. 614 - 631, http://dx.doi.org/10.1177/0312896218768378
2018
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, Organisation and Management, vol. 31, pp. 471 - 486, http://dx.doi.org/10.1108/JHOM-01-2017-0008
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, vol. 70, pp. 769 - 808, http://dx.doi.org/10.1111/peps.12208
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, vol. 28, pp. 837 - 865, http://dx.doi.org/10.1108/JOSM-02-2017-0055
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, vol. 52, pp. 15 - 23, http://dx.doi.org/10.1177/0004867417726174
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, vol. 2017, pp. 13117 - 13117, http://dx.doi.org/10.5465/ambpp.2017.13117abstract
2017
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, vol. 3, pp. 265 - 288, http://dx.doi.org/10.1108/JOEPP-06-2016-0040
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, vol. 25, pp. 447 - 458, http://dx.doi.org/10.1080/1359432X.2015.1111874
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, vol. 42, pp. 615 - 643, http://dx.doi.org/10.1177/0149206313490026
2016
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, vol. 68, pp. 1062 - 1073, http://dx.doi.org/10.1016/j.jbusres.2014.10.008
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, vol. 26, pp. 292 - 309, http://dx.doi.org/10.1111/1467-8551.12049
2015
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, vol. 31, pp. 1096 - 1109, http://dx.doi.org/10.1002/mar.20756
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, vol. 99, pp. 341 - 350, http://dx.doi.org/10.1037/a0034428
2014
Wang KL; Groth M, 2012, 'Moderating the effect of emotional labor: The role of relationship strength & personalized service', Academy of Management Proceedings, vol. 2012, pp. 11808 - 11808, http://dx.doi.org/10.5465/ambpp.2012.11808abstract
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, vol. 2012, pp. 13457 - 13457, http://dx.doi.org/10.5465/ambpp.2012.13457abstract
2012
Johnson AM; Hong H; Groth M; Parker SK, 2011, 'Learning and development: Promoting nurses' performance and work attitudes', Journal of Advanced Nursing, vol. 67, pp. 609 - 620, http://dx.doi.org/10.1111/j.1365-2648.2010.05487.x
2011
Goodwin RE; Groth M; Frenkel SJ, 2011, 'Relationships between emotional labor, job performance, and turnover', Journal of Vocational Behavior, vol. 79, pp. 538 - 548, http://dx.doi.org/10.1016/j.jvb.2011.03.001
2011
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, vol. 52, pp. 958 - 974, http://dx.doi.org/10.1080/08959281003621695
2010
Rauyruen P; Miller K; Groth M, 2009, 'B2B services: Linking service loyalty and brand equity', Journal of Services Marketing, vol. 23, pp. 175 - 186, http://dx.doi.org/10.1108/08876040910955189
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, vol. 52, pp. 958 - 974, http://dx.doi.org/10.5465/AMJ.2009.44634116
2009
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, vol. 70, pp. 58 - 73, http://dx.doi.org/10.1509/jmkg.70.3.58
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, vol. 55, pp. 107 - 129, http://dx.doi.org/10.1111/j.1464-0597.2006.00238.x
2006
Walsh G; Groth M; Wiedmann K, 2005, 'An examination of consumers` motives to switch energy suppliers', Journal of Marketing Management, vol. 21, pp. 421 - 440, http://dx.doi.org/10.1362/0267257053779091
2005
Groth M, 2005, 'Customers as good soldiers: Examining citizenship behaviors in internet service deliveries', Journal of Management, vol. 31, pp. 7 - 27, http://dx.doi.org/10.1177/0149206304271375
2005
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, vol. 31, pp. 373 - 374, http://www.acrwebsite.org/volumes/v31/acr_vol31_17.pdf
2004
Goldman BM; Masterson SS; Locke EA; Groth M, 2002, 'Goal-directedness and personal identity as correlates of life outcomes', Psychological Reports, vol. 91, pp. 153 - 166, http://dx.doi.org/10.2466/pr0.2002.91.1.153
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, vol. 87, pp. 781 - 788, http://dx.doi.org/10.1037/0021-9010.87.4.781
2002
Gutek BA; Groth M; Cherry B, 2002, 'Achieving service success through relationships and enhanced encounters', The Academy of Management Perspectives, vol. 16, pp. 132 - 144
2002
Groth M; Gilliland SW, 2001, 'The role of procedural justice in the delivery of services', Journal of Quality Management, vol. 6, pp. 77 - 97, http://dx.doi.org/10.1016/S1084-8568(01)00030-X
2001
Groth M; Gutek BA; Douma B, 2001, 'Effects of service mechanisms and modes on customers` attributions about service delivery', Journal of Quality Management, vol. 6, pp. 331 - 348
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, vol. 54, pp. 669 - 703, http://dx.doi.org/10.1111/j.1744-6570.2001.tb00227.x
2001
Domino G; Groth M, 1997, 'Attitudes toward suicide: German and U.S. nationals', Omega - Journal of Death and Dying, vol. 35, pp. 309 - 319, http://dx.doi.org/10.2190/H1CB-YFJD-W51B-P741
1997
Conference Papers
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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
2015
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
2004
Book Chapters
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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 Marketing, Technology and Customer Commitment in the New Economy, Springer International Publishing, pp. 254 - 254, http://dx.doi.org/10.1007/978-3-319-11779-9_93
2015
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
2013
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
2011
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
2006
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
2005
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, edn. Original, Springer, pp. 47 - 68
1999
Reports
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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
2014
Datasets
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Grandey A; Foo SC; Groth M; Goodwin RE, 2012, Mistreatment by Patients and Their Families Measure, http://dx.doi.org/10.1037/t08575-000
2012
Grandey A; Foo SC; Groth M; Goodwin RE, 2012, Team Climate of Authenticity Measure, http://dx.doi.org/10.1037/t08574-000
2012
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
2011
Benson L; Groth M; Beach LR, 1998, The relationship between time constraints and time pressure, http://dx.doi.org/10.1037/e683302011-028
1998
Benson L; Groth M; Beach LR, 1997, In pursuit of a model of perceived time pressure, http://dx.doi.org/10.1037/e683282011-001
1997
Conference Presentations
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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
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
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
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
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
2009
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
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
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
2008
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
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
2007
Groth M, 2006, 'Is customer service relevant?', presented at Annual Scientific Meeting of the Australasian College for Emergency Medicine, Sydney, Australia
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
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
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
2006
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
2005
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
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
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
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
2004
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
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
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
2003
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
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
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
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
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
2002
Groth M, 2002, 'Managing Virtual Customers: Examining Different Types of Online Customer Behavior', presented at AMA Frontiers in Services Conference 2002, Maastricht, Netherlands
2002
Groth M, 2001, 'The virtual employee: Extending human resource principles to Internet organizations', presented at Summit del Sol Conference 2001, Tucson, AZ, USA
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
2001
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
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
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
2000
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
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
1999
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
1998
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
1997
Books
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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
2006

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. 

Service management; customer-employee interactions; emotional labour; organisational citizenship behaviour; organisational justice; motivation; customer service; psychology of customer service; employee engagement; work practices.