| Are all smiles created equal? How emotional contagion and emotional labor affect service relationships T Hennig-Thurau, M Groth, M Paul, DD Gremler Journal of marketing 70 (3), 58-73, 2006 | 1449 | 2006 |
| Customers as good soldiers: Examining citizenship behaviors in internet service deliveries M Groth Journal of management 31 (1), 7-27, 2005 | 1158 | 2005 |
| Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy M Groth, T Hennig-Thurau, G Walsh Academy of management Journal 52 (5), 958-974, 2009 | 829 | 2009 |
| Free to be you and me: a climate of authenticity alleviates burnout from emotional labor. A Grandey, SC Foo, M Groth, RE Goodwin Journal of occupational health psychology 17 (1), 1, 2012 | 597 | 2012 |
| Willing and able to fake emotions: a closer examination of the link between emotional dissonance and employee well-being. SD Pugh, M Groth, T Hennig-Thurau Journal of applied psychology 96 (2), 377, 2011 | 501 | 2011 |
| Relationships between emotional labor, job performance, and turnover RE Goodwin, M Groth, SJ Frenkel Journal of Vocational Behavior 79 (2), 538-548, 2011 | 418 | 2011 |
| From bad to worse: Negative exchange spirals in employee–customer service interactions M Groth, A Grandey Organizational Psychology Review 2 (3), 208-233, 2012 | 266 | 2012 |
| Following display rules in good or bad faith?: Customer orientation as a moderator of the display rule-emotional labor relationship JA Allen, SD Pugh, AA Grandey, M Groth Human Performance 23 (2), 101-115, 2010 | 226 | 2010 |
| IMPROVING APPLICANTS'REACTIONS TO REJECTION LETTERS: AN APPLICATION OF FAIRNESS THEORY SW Gilliland, M Groth, RC BAKER IV, AE Dew, LM Polly, JC Langdon Personnel Psychology 54 (3), 669-703, 2001 | 212 | 2001 |
| B2B services: linking service loyalty and brand equity P Rauyruen, KE Miller, M Groth Journal of Services Marketing 23 (3), 175-186, 2009 | 193 | 2009 |
| Achieving service success through relationships and enhanced encounters BA Gutek, M Groth, B Cherry Academy of Management Perspectives 16 (4), 132-144, 2002 | 170 | 2002 |
| Buffering the negative effects of employee surface acting: The moderating role of employee–customer relationship strength and personalized services. KL Wang, M Groth Journal of Applied Psychology 99 (2), 341, 2014 | 155 | 2014 |
| The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation H Nguyen, M Groth, G Walsh, T Hennig‐Thurau Psychology & Marketing 31 (12), 1096-1109, 2014 | 149 | 2014 |
| When the going gets tough, the tough keep working: Impact of emotional labor on absenteeism H Nguyen, M Groth, A Johnson Journal of Management 42 (3), 615-643, 2016 | 143 | 2016 |
| An examination of consumers' motives to switch energy suppliers G Walsh, M Groth, KP Wiedmann Journal of Marketing Management 21 (3-4), 421-440, 2005 | 139 | 2005 |
| Customers as good soldiers: Extending organizational citizenship behavior research to the customer domain M Groth, DP MertenS, RO Murphy Handbook of organizational citizenship behavior, 411-430, 2004 | 131 | 2004 |
| Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors Y Yue, KL Wang, M Groth Personnel Psychology 70 (4), 769-808, 2017 | 125 | 2017 |
| A review and agenda for examining how technology-driven changes at work will impact workplace mental health and employee well-being A Johnson, S Dey, H Nguyen, M Groth, S Joyce, L Tan, N Glozier, ... Australian Journal of Management 45 (3), 402-424, 2020 | 116 | 2020 |
| The moment of truth: A review, synthesis, and research agenda for the customer service experience M Groth, Y Wu, H Nguyen, A Johnson Annual Review of Organizational Psychology and Organizational Behavior 6, 89-113, 2019 | 103 | 2019 |
| Learning and development: promoting nurses’ performance and work attitudes A Johnson, H Hong, M Groth, SK Parker Journal of advanced nursing 67 (3), 609-620, 2011 | 101 | 2011 |
Thorsten Hennig-ThurauUniversity of MuensterVerified email at wiwi.uni-muenster.de
