Australian School of Business > Schools

Markus Groth

Markus Groth - Australian School of Business 

BA, Magna Cum Laude, University of Arizona

PhD, University of Arizona

Associate Professor

Phone:

+61 2 9385 9711 

Fax:

+61 2 9313 6775 

Room:

508 

Address:

Australian School of Business building

Publications

Refereed journal articles

 

  • Grandey, A. A., Foo, S. C., Groth, M., & Goodwin, R. E. (in press). Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. In press at Journal of Occupational Health Psychology
  • Goodwin, R. E., Groth, M., & Frenkel, S. J. (2011). Relationships between emotional labor, job performance, and turnover. Journal of Vocational Behavior, 79(2), 538-548
  • Pugh, S. D., Groth, M., & Hennig-Thurau, T. (2011). Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being. Journal of Applied Psychology, 96, 377-390
  • (In Press) Johnson, A., Hong, H., Groth, M., & Parker, S. K. Learning and development: Promoting nurses' performance and work attitudes. Journal of Advanced Nursing
  • Allen, J. A., Pugh, S. D., Grandey, A. 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, 23, 101-115
  • 2009 Groth, M., Hennig-Thurau, T., & Walsh, G. Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52, 958-974
  • 2009 Rauyruen, P., Miller, K. E., & Groth, M. Linking Service Loyalty and Brand Equity. Journal of Services Marketing,23,175-186
  • 2006 Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70 (3), 58-73
  • 2006 Groth, M., & Gilliland, S. W. Having to wait for service: Customer reactions to delays in service delivery. Applied Psychology: An International Review, 55, 107-129
  • 2005 Walsh, G., Groth, M., & Wiedman, K. P. An examination of consumers’ motives to switch energy suppliers. Journal of Marketing Management, 21, 421-440
  • 2005 Groth, M. Customers as good soldiers: Examining citizenship behaviors in Internet service deliveries. Journal of Management, 31, 7-27
  • 2002 Gutek, B. A., Groth, M., & Cherry B. Achieving service success through relationships and enhanced encounters. Academy of Management Executive, 16, 132-144
  • 2002 Groth, M., Goldman, B. M., Gilliland, S. W., & Bies, R. J. Commitment to legal claiming: Influences of attributions, social guidance, and organizational tenure, Journal of Applied Psychology, 87, 781-788
  • 2002 Goldman, B. M., Masterson, S. S., Locke, E. A., Groth, M., & Jensen D. G. Goal directedness and personal identity as correlates of life outcomes. Psychological Reports, 91, 153-166
  • 2001 Gilliland, S. W., Groth, M., Baker, R. C., Dew, A. F., Polly, L. M., & Langdon, J. C. Improving applicants’ reactions to rejection letters: An application of Fairness theory. Personnel Psychology, 54, 669-703
  • 2001 Groth, M., & Gilliland, S. W. The role of fairness in the delivery of services: A study of customers' reactions to waiting. Journal of Quality Management, 6, 77-97
  • 2001 Groth, M., Gutek, B. A., Douma, B. Effects of service mechanisms and modes on customers’ attributions about service delivery. Journal of Quality Management, 6, 331-348

 

Book chapters and conference proceedings

 

  • Groth, M., Hennig-Thurau, T., and Wang, K. L. (in press). The customer experience of emotional labor. In A. A. Grandey, J. M. Diefendorff, & D. E. Rupp (Eds.), Emotional labor in the 21st Century: Diverse perspectives on emotion regulation at work. New York: Psychology Press/Routledge
  • Groth, M., & Goodwin, R. E. (2011). Customer service. APA handbook of industrial and organizational psychology, Vol 3: Maintaining, expanding, and contracting the organization. (pp. 329-357). Washington, DC, US: American Psychological Association.
  • 2006 Groth, M., Hennig-Thurau, T., & Walsh, G. A conceptual model of the effects of emotional labor strategies on customer outcomes. In W.J. Zerbe, N. M. Ashkanasy, & C. E. J. Härtel (Eds.), Research on emotion in organizations: Individual and organizational perspectives on emotion management and display (Vol. 2., pp. 219-236). Oxford, UK: Elsevier JAI
  • 2005 Groth, M., Mertens, D. P., & Murphy, R. O. Customers as good soldiers: Extending organizational citizenship behavior research to the customer domain. In D. L. Turnipseed (Ed.), A handbook on organizational citizenship behavior: A review of 'good soldier' activity in organizations (pp.415-433). Nova Science Publishing
  • 2004 Walsh, G., Groth, M., & Wiedman, K. P. (2004). Examining consumer behavior in the liberalized German energy market: The influence of customer satisfaction on customer willingness to switch public utility companies. Advances in Consumer Research, 31, 373-375. Ann Arbor, MI: Association for Consumer Research


Media

 

  • 2011 Cullen, D. (September). How to cope with burnout. The Australian, Weekend Professional 5, (September 17-18, 2011)
  • 2011 Copying with burnout. The Age (July 15) Kind, K. (July 2011). Germ of an idea. Sydney Morning Herald, My Career (July 9-10, 2011)
  • 2011 Turner, R. (June). Once more, with mixed feelings. The Australian, The Deal Business Magazine, 44-45, 4(5)
  • 2011 Recruiting for service: The cost of putting on a happy face. iKnowledge@Australian School of Business (April 11)
  • 2011 Employee overload is bad for business. The Australian, Weekend Professional 1, (March 19,)
  • 2010 Ein (echtes) Lächeln wirkt Wunder. Handelsblatt, 17, (September 2,)
  • 2010 Faking it: Do you have the right stuff for a frontline role? iKnowledge@Australian School of Business (September 7)
  • 2010 Leave up your sleeve: Productive or destructive? iKnowledge@Australian School of Business (July 13)
  • 2010 Busting stress: How to work harder to avoid burnout. iKnowledge@Australian School of Business (April 07)
  • 2008 Schubert, L. Teamwork improves patient outcomes. Uniken, 49, 16
  • 2008 Parker, L. A bad line on customer service. Sydney Morning Herald, Money 12 (November 13, 2008). Story focused on research about customer service and call centres
  • 2008 Little, A. Senior nurses show junior doctors the way. Consult Magazine, (October 30, 2008). Retrieved October 30, 2008
  • 2008 Smith, D. The right medicine. Sydney Morning Herald, 20 (October 23, 2008). Story focused on research on junior medical officers
  • 2008 Smith, F. Oscar winners give the best service. Australian Financial Review, 74 (September 23, 2008). Story focused on research on emotional labor
  • 2007 Harris, K. How well trained are your customers? HR Hong Kong, March, 20-22. Story focused on research on customer citizenship behavior
  • 2007 Hatch, B. What I’m working on. Australian Financial Review Boss Magazine, January, 62. Story focused on research on Australian call centres
  • 2005 Macken, J. Stiff shirts versus girls' blouses. Australian Financial Review, 61 (November 30, 2005). Story focused on research on emotions in the workplace
  • 2004 Hall, J. Customer loyalty: It's a contagious idea. Australian Financial Review, 51 (November 30, 2004). Story focused on research on emotional contagion
  • 2003 The Dalai Lama, & H. C. Cutler (2003). The art of happiness at work. New York: Riverhead Books. Book discusses article in Psychological Reports, 91, 153-166
  • 2002 Murray, B. Psychologists help companies traverse the minefields of layoffs. APA Monitor on Psychology, 33(4). Story focused on article in Journal of Applied Psychology, 87, 781-788
  • 2001 Tejada, C. Have a heart. Wall Street Journal, A1 (October 23, 2001). Story focused on article in Personnel Psychology, 54, 669-703
  • 2001 Pounds, M. H. (2001). Treat job applicants as if they were customers. South Florida Sun-Sentinel, 3D (October 25, 2001). Story focused on article in Personnel Psychology, 54, 669-703


Conference presentations

 

  • Wang, Karyn, & Groth, M. (2011, November). How employee-customer relationships moderate the effects of emotional labour on service outcomes. Poster presentation at the 6th annual Asia Pacific Symposium on Emotions in Worklife. Adelaide, Australia
  • Parker, S. K., Johnson, A., Bindl, U., Hong, H., & Groth, M. (2011, August). Silence speaks volumes: The differential effects of silence motives on work outcomes over time. Symposium presentation at the Academy of Management Meetings, San Antonio, TX
  • Grandey, A. A., Foo, S. C., Groth, M., & Goodwin, R. E. (2011, April). Free to be you and me: Recovering from emotional labor with authenticity climate. Symposium presentation at the 26th annual meeting of the Society for Industrial and Organizational Psychology, Chicago, IL
  • Hong, H., Johnson, A., & Groth, M. (2011, April). In sickness and in health: The Moderating role of personal control on the strain of emotion regulation. Symposium presentation at the 26th annual meeting of the Society for Industrial and Organizational Psychology, Chicago, IL
  • Johnson, A., Hong, H., Groth, M., Crisp, J., & White, L. (2011, April). Leadership matters: Getting the process right in health care teams. Poster presentation at the 26th annual meeting of the Society for Industrial and Organizational Psychology, Chicago, IL
  • Goodwin, R. E., & Groth, M. (2010, August). Observer perceptions of emotional labor: Can they be influenced? Do they matter? Poster presentation at Seventh International Conference on Emotions and Organizational Life. Montreal, Canada
  • Groth, M. (2010, July). Deception, deviance and devaluing others at work: Are employees really “bad to the bone”? Discussant at the 27th International Congress of Applied Psychology, Melbourne, Australia
  • 2009 Groth, M., Hong, H., Goodwin, R.E. (2009, June). Patient care with a smile: The role of the emotional labour in delivering quality patient care. Paper presentation at the 8th Industrial and Organisational Psychology Conference, Sydney, Australia
  • 2009 Hong, H., Groth, M., Johnson, A.M., & Goodwin, R. E. (2009, June). The cost of faking: The effects of emotional labour on nurses' sick leave and turnover behavior. Paper presrented at the 8th Industrial and Organisational Psychology Conference, Sydney, Australia
  • 2009 Goodwin, r. E., & Groth, M. (2009, June). Identity and emotional labour: An empirical perspective. Paper presentation at the 8th Industrial and Organisational Psychology Conference, Sydney, Australia
  • 2009 Bindl, U., Parker, S., Johnson, A., & Groth, M. (2009 June). Disentangling the motivational drivers of nurses' voice and proactive care. Symposium presentation at the 8th Industrial and Organisational Psychology Conference Sydney, Australia
  • 2009 Groth, M, Goodwin, R.E, & Frenkel, S.J. (2009, April). Examining the relationship between emotional labor, work, context, and employee outcomes. Symposium presentation at the 24th annual meeting of the society for Industrial and Organizational Psychology, New Orleans, LA
  • 2008 Goodwin, R. E., & Groth, M. (2008, Novemeber). Soft smiles and hard facts: Emotional labour and organizational well-being of call centre employees. Poster presentation at the 3rd Asia Pacific Symposium in Emotions in Worklife, Newcastle, Australia
  • 2008 Parker, S. K., Bindl, U. K., Collins, C. G., Groth, M., & Johnson, A. (2008, August). Why don’t people speak out? Investigating active and passive silence. Symposium presentation at the Academy of Management Meetings, Anaheim, CA
  • 2008 Allen, J. A., Pugh, S. D., Grandey, A. A., & Groth, M. (2008, April). Customer orientation as moderator of display rules and surface acting. Symposium presentation at the 23rd annual meeting of the Society for Industrial and Organizational Psychology, San Francisco, CA
  • 2007 Groth, M., Frenkel, S. J. (2007, August). Emotional labor, well-being and performance among front-line call center workers. Symposium presentation at the Academy of Management Meetings, Philadelphia, PA
  • 2007 Groth, M., Frenkel, S. J. (2007, April). Forced to smile: The effects of emotional labor of call center employees on performance and absenteeism. Symposium presentation at the 22nd annual meeting of the Society for Industrial and Organizational Psychology, New York, NY
  • 2006 Groth, M., Hennig-Thurau, T., & Walsh, G. (2006, August). Linking emotional labor with customer perceptions, service outcomes, and employee determinants. Symposium presentation at the Academy of Management Meetings, Atlanta, GA
  • 2006 Groth, M., Pugh, S. D., & Hennig-Thurau, T. (2006, August). Inauthenticity as a Moderator of the Relationship between Emotional Labor and Employee Outcomes. Symposium presentation at the Academy of Management Meetings, Atlanta, GA
  • 2006 Groth, M., Hennig-Thurau, T., & Walsh, G. (2006, June). Service with a smile: Linking employee emotional labor with employee determinants, customer perceptions, and service outcomes. 14th annual AMA Frontiers in Services Conference, Brisbane, Australia
  • 2005 Hennig-Thurau, T., Groth, M., & Paul, M. (2005, April). Emotional contagion in service delivery: How employee emotions impact customers. Symposium presentation at the 20th annual meeting of the Society for Industrial and Organizational Psychology, Los Angeles, CA
  • 2004 Groth, M. (2004, October). The helping hand of customers: The moderating effects of e-service delivery and service relationships on customer behaviors during service delivery. 12th annual AMA Frontiers in Services Conference, Miami, FL
  • 2004 Groth, M., Mertens, D. P., & Murphy, R. O. (2004, August). At the click of a button: Examining customer behaviors in e-service and face-to-face service deliveries. Symposium presentation at the Academy of Management Meetings, New Orleans, LA
  • 2004 Hennig-Thurau, T., Groth, M. & Walsh, G. (2004, August). Examining customer related outcomes and antecedents of service employees’ emotional labor strategies for interactive and individualized services. Paper presentation at American Marketing Association Summer Educators’ Conference, Boston, MA
  • 2004 Groth, M., Hennig-Thurau, T., & Walsh, G. (2004, June). A conceptual model of the effects of emotional labor strategies on customer outcomes. Paper presentation at the Fourth Conference on Emotions and Organizational Life, London, UK
  • 2003 Groth, M., Walsh, G., & Hennig-Thurau, T. (2003, October). Emotional labor: Review of the literature and implications for service research. Paper presentation at the 12th annual AMA Frontiers in Services Conference, Washington, D.C
  • 2003 Wiedmann, K. P., Walsh, G. Groth, M., & Mitchell, V. W. (2003, October). Examining consumer behavior in the liberalized German energy market: The influence of customer satisfaction on customer willingness to switch public utility companies. Paper presentation at the annual meetings of the Association of Consumer Research, Toronto, Canada
  • 2003 Groth, M., Mertens, D. P., & Murphy, R. O. (2003, August). Customers as good soldiers: Examining citizenship behaviors in service deliveries. Paper presentation at the Academy of Management Meetings, Seattle, WA
  • 2002 Groth, M. (2002, August). Customer citizenship behavior in Internet service deliveries: A social exchange perspective. Paper presentation at the Academy of Management Meetings, Denver, CO
  • 2002 Groth, M. (2002, August). Service per mouseclick: Identifying antecedents of customer coproduction and citizenship behaviors. Paper presentation at the Academy of Management Meetings, Denver, CO
  • 2002 Schneider, S. K., Gutek, B. A., & Groth, M. (2002, August). The effects of customer and service provider gender on customer satisfaction: Stereotype Congruence versus Ingroup Bias. Symposium presentation at the Academy of Management Meetings, Denver, CO
  • 2002 Groth, M. (2002, June). Managing Virtual Customers: Examining Different Types of Online Customer Behavior. Paper presentation at the 11th annual AMA Frontiers in Services Conference, Maastricht, Netherlands
  • 2002 Groth, M. (2002, April). Customer Citizenship Behavior on the Internet: Scale Development and Validation. Poster presentation at the 17th annual meeting of the Society for Industrial and Organizational Psychology, Toronto, Canada
  • 2002 Fallon, J. B., Gilliland, S. W., Groth, M., & Ferreter, J. (2002, April). The development of the Applicant Reactions Scales (ARS). Poster presentation at the 17th annual meeting of the Society for Industrial and Organizational Psychology, Toronto, Canada
  • 2001 Groth, M., Goldman, B. M., Gilliland, S. W., & Bies, R. J. (2001, April). “It’s all your fault!”: Attributions and Legal-Claiming. Poster presentation at the 16th annual meeting of the Society for Industrial and Organizational Psychology, San Diego, CA
  • 2001 Groth, M. (2001, April). The virtual employee: Extending human resource principles to Internet organizations. Paper presented at the 4th annual Summit del Sol Conference, Tucson, AZ
  • 2000 Groth, M., Gutek, B. A., & Douma, B. (2000, August). Effects of Service Delivery Mode and Mechanism on Customers’ Perceptions in Co-Production. Symposium presentation at the Academy of Management Meetings, Toronto, Canada
  • 2000 Groth, M., Goldman, B., & Gilliland, S. W. (2000, April). Employee litigation: The influence of attributions and social support in legal-claiming intentions. Paper presented at the 3rd annual Summit del Sol Conference, Tucson, AZ
  • 2000 Groth, M., & Gilliland, S. W. (2000, April). Managing wait time: Effects of different types of waiting lines. Poster presentation at the 15th annual meeting of the Society for Industrial and Organizational Psychology, New Orleans, LA

Research interests

  • Service management
  • Customer-Employee interactions
  • Emotions at work
  • Organisational citizenship behaviour

Research grants

  • 2009-2012: Australian Research Council (ARC) Linkage Grant. Groth, M. (CI), 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, Pronce of wales Hospital, Royal Children's Hospital, royal hospital for Women and Sydney Hospital Sydney Eye Hospital. $441,896
  • 2007-2010: Australian Research Council (ARC) Linkage Grant. Groth, M. (CI), Parker, S. K., McCarthy, S., & Thornton, A. Delivering Better Patient Care: Promoting Well-Being and Performance of Health Care Professionals. Partner Organisation: Prince of Wales Hospital. $212,338
  • 2007-2009: Australian Research Council (ARC) Linkage Grant. Frenkel, S. J. (CI) & Groth, M. (CI). Managing Call Centres: A Study of Management Practices, Work and Outcomes. Partner Organisations: AMP Customer Service, National Australia Bank. $135,450

 

Professional activities

 

  • Associate Editor, Journal of Business Psychology
  • Editorial Board: Journal of Management
  • Editorial Board: Journal of Service Management (formerly International Journal of Service Industry Management)
  • Editorial Board: Journal of Business and Psychology
  • Academy of Management
  • American Psychological Association
  • Society for Industrial and Organizational Psychology
  • Australian and New Zealand Academy of Management
  • International Association of Applied Psychology

 Courses taught

  • MNGT5095 Foundations of Management
  • MNGT6275 Managing People and Organisations
  • MNGT8670 Managing People and Organisations
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