Professor Markus   Groth
Professor

Professor Markus Groth

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 Mgmt & 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
Location
Room 516, Australian School of Business building

Publications

  • Book Chapters | 2015
    Professor Markus Groth
    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
    Book Chapters | 2013
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Books | 2006
    Professor Markus Groth
    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 | 2006
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Professor Markus Groth
    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
  • Journal articles | 2021
    Professor Markus Groth
    Subramony M; Groth M; Hu X; Wu Y, 2021, 'Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review', Journal of Service Research, vol. 24, pp. 230 - 248, http://dx.doi.org/10.1177/1094670521999721
    Journal articles | 2021
    Professor Markus Groth
    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, vol. 24, pp. 435 - 454, http://dx.doi.org/10.1177/1094670520967994
    Journal articles | 2021
    Professor Markus Groth
    Subramony M; Groth M, 2021, 'Enacting Service Work in a Changing World: Time for a Dialogue', Journal of Service Research, vol. 24, pp. 226 - 229, http://dx.doi.org/10.1177/1094670521989452
    Journal articles | 2020
    Professor Markus Groth
    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
    Journal articles | 2020
    Professor Markus Groth
    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
    Journal articles | 2019
    Professor Markus Groth
    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
    Journal articles | 2019
    Professor Markus Groth
    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
    Journal articles | 2019
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Journal articles | 2018
    Professor Markus Groth
    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
    Journal articles | 2018
    Professor Markus Groth
    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
    Journal articles | 2018
    Professor Markus Groth
    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
    Journal articles | 2017
    Professor Markus Groth
    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
    Journal articles | 2017
    Professor Markus Groth
    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
    Journal articles | 2017
    Professor Markus Groth
    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
    Journal articles | 2017
    Professor Markus Groth
    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
    Journal articles | 2017
    Professor Markus Groth
    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
    Journal articles | 2016
    Professor Markus Groth
    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
    Journal articles | 2016
    Professor Markus Groth
    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
    Journal articles | 2016
    Professor Markus Groth
    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
    Journal articles | 2016
    Professor Markus Groth
    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, vol. 2016, pp. 13489 - 13489, http://dx.doi.org/10.5465/ambpp.2016.13489abstract
    Journal articles | 2015
    Professor Markus Groth
    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
    Journal articles | 2015
    Professor Markus Groth
    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
    Journal articles | 2015
    Professor Markus Groth
    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, vol. 2015, pp. 15584 - 15584, http://dx.doi.org/10.5465/ambpp.2015.15584abstract
    Journal articles | 2014
    Professor Markus Groth
    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
    Journal articles | 2014
    Professor Markus Groth
    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
    Journal articles | 2013
    Professor Markus Groth
    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, vol. 2013, pp. 12117 - 12117, http://dx.doi.org/10.5465/ambpp.2013.12117abstract
    Journal articles | 2012
    Professor Markus Groth
    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
    Journal articles | 2012
    Professor Markus Groth
    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
    Journal articles | 2011
    Professor Markus Groth
    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
    Journal articles | 2011
    Professor Markus Groth
    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
    Journal articles | 2010
    Professor Markus Groth
    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
    Journal articles | 2009
    Professor Markus Groth
    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
    Journal articles | 2009
    Professor Markus Groth
    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
    Journal articles | 2006
    Professor Markus Groth
    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.70.3.058
    Journal articles | 2006
    Professor Markus Groth
    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
    Journal articles | 2006
    Professor Markus Groth
    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
    Journal articles | 2005
    Professor Markus Groth
    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
    Journal articles | 2005
    Professor Markus Groth
    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
    Journal articles | 2004
    Professor Markus Groth
    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
    Journal articles | 2002
    Professor Markus Groth
    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
    Journal articles | 2002
    Professor Markus Groth
    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
    Journal articles | 2002
    Professor Markus Groth
    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
    Journal articles | 2001
    Professor Markus Groth
    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
    Journal articles | 2001
    Professor Markus Groth
    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
    Journal articles | 2001
    Professor Markus Groth
    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
    Journal articles | 1997
    Professor Markus Groth
    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
  • Reports | 2014
    Professor Markus Groth
    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
  • Conference Papers | 2015
    Professor Markus Groth
    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
    Datasets | 2012
    Professor Markus Groth
    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
    Professor Markus Groth
    Grandey A; Foo SC; Groth M; Goodwin RE, 2012, Team Climate of Authenticity Measure, http://dx.doi.org/10.1037/t08574-000
    Datasets | 2011
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Professor Markus Groth
    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 | 2009
    Professor Markus Groth
    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
    Professor Markus Groth
    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 | 2008
    Professor Markus Groth
    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 | 2008
    Professor Markus Groth
    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
    Professor Markus Groth
    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 | 2007
    Professor Markus Groth
    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 | 2007
    Professor Markus Groth
    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 | 2006
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Professor Markus Groth
    Groth M, 2006, 'Is customer service relevant?', presented at Annual Scientific Meeting of the Australasian College for Emergency Medicine, Sydney, Australia
    Conference Presentations | 2005
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Professor Markus Groth
    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 | 2004
    Professor Markus Groth
    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 | 2003
    Professor Markus Groth
    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
    Professor Markus Groth
    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 | 2003
    Professor Markus Groth
    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 | 2002
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Professor Markus Groth
    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 | 2002
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Professor Markus Groth
    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 | 2001
    Professor Markus Groth
    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 | 2001
    Professor Markus Groth
    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 | 2000
    Professor Markus Groth
    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 | 2000
    Professor Markus Groth
    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
    Professor Markus Groth
    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 | 1999
    Professor Markus Groth
    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
    Professor Markus Groth
    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
    Datasets | 1998
    Professor Markus Groth
    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 | 1998
    Professor Markus Groth
    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 | 1997
    Professor Markus Groth
    Benson L; Groth M; Beach LR, 1997, In pursuit of a model of perceived time pressure, http://dx.doi.org/10.1037/e683282011-001
    Conference Presentations | 1997
    Professor Markus Groth
    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

Awards

Grants

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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