Markus Groth

6.4k citations

71 papers · 4.8k indexed · 2 hit papers · h-index 32

Impact in

Organizational Behavior and Human Resource Management top 0.2%
- Job Satisfaction and Organizational Behavior
- Customer Service Quality and Loyalty
Marketing top 0.5%
- Consumer Behavior in Brand Consumption and Identification

Papers in ⓘ

Organizational Behavior and Human Resource Management 45
- Job Satisfaction and Organizational Behavior 28
- Customer Service Quality and Loyalty 19
Sociology and Political Science 44
- Emotional Labor in Professions 24
- Psychology of Social Influence 11
- Work-Family Balance Challenges 7
- Workplace Violence and Bullying 5

Co-authors: Thorsten Hennig‐Thurau (7 shared papers)Michael Paul (3 shared papers)Dwayne D. Gremler (2 shared papers)Alicia A. Grandey (3 shared papers)Gianfranco Walsh (1 shared paper)Robyn E. Goodwin (3 shared papers)Helena Nguyen (16 shared papers)Karyn L. Wang (10 shared papers)
Journals: Journal of Service Research (5 papers)Journal of service management (4 papers)Journal of Applied Psychology (3 papers)Journal of Business Research (3 papers)Australian Journal of Management (2 papers)
Partner nations: Australia United States Germany

In The Last Decade

Markus Groth

67 papers receiving 4.5k citations

Hit Papers

align trajectories log scale

Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships 2006 · 573 citations

Peers

Countries citing papers authored by Markus Groth

Since Specialization

Citations

This map shows the geographic impact of Markus Groth's research. It shows the number of citations coming from papers published by authors working in each country. You can also color the map by specialization and compare the number of citations received by Markus Groth with the expected number of citations based on a country's size and research output (numbers larger than one mean the country cites Markus Groth more than expected).

Fields of papers citing papers by Markus Groth

Since Specialization

Physical SciencesHealth SciencesLife SciencesSocial Sciences

This network shows the impact of papers produced by Markus Groth. Nodes represent research fields, and links connect fields that are likely to share authors. Colored nodes show fields that tend to cite the papers produced by Markus Groth. The network helps show where Markus Groth may publish in the future.

Co-authors

The 25 scholars most cited alongside Markus Groth, linked wherever they have co-authored with each other. Click a name or a connecting line to browse the papers they share.

Border = papers with Markus Groth Line = papers co-authored together Markus Groth links everyone, so they are left out of the graph.

All Works

Sort: Min cites: Since: Top N: Style:

20 of 20 papers shown

Showing the 20 most-cited of 71 papers — load more, or switch the sort, to bring in the rest.

#	Work
1	Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries Journal of Management ·Markus Groth Hit paper breakdown →	2005	653
2	Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships Journal of Marketing ·Thorsten Hennig‐Thurau, Markus Groth, Michael Paul, Dwayne D. Gremler Hit paper breakdown →	2006	573
3	Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy Academy of Management Journal ·Markus Groth, Thorsten Hennig‐Thurau, Gianfranco Walsh	2009	445
4	Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships Journal of Marketing ·Thorsten Hennig‐Thurau, Markus Groth, Michael Paul, Dwayne D. Gremler	2006	439
5	Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. Journal of Occupational Health Psychology ·Alicia A. Grandey, Su Chuen Foo, Markus Groth, Robyn E. Goodwin	2011	308
6	Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being. Journal of Applied Psychology ·S. Douglas Pugh, Markus Groth, Thorsten Hennig‐Thurau	2010	266
7	Relationships between emotional labor, job performance, and turnover Journal of Vocational Behavior ·Robyn E. Goodwin, Markus Groth, Stephen J. Frenkel	2011	200
8	From bad to worse Organizational Psychology Review ·Markus Groth, Alicia A. Grandey	2012	153
9	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 ·Anya Johnson, Shanta Dey, Helena Nguyen, Markus Groth, Sadhbh Joyce, Leona Tan, Nick Glozier, Samuel B. Harvey	2020	129
10	Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors Personnel Psychology ·Yumeng Yue, Karyn L. Wang, Markus Groth	2016	117
11	Buffering the negative effects of employee surface acting: The moderating role of employee–customer relationship strength and personalized services. Journal of Applied Psychology ·Karyn L. Wang, Markus Groth	2013	115
12	Following Display Rules in Good or Bad Faith?: Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship Human Performance ·Joseph A. Allen, S. Douglas Pugh, Alicia A. Grandey, Markus Groth	2010	97
13	The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation Psychology and Marketing ·Helena Nguyen, Markus Groth, Gianfranco Walsh, Thorsten Hennig‐Thurau	2014	96
14	IMPROVING APPLICANTS' REACTIONS TO REJECTION LETTERS: AN APPLICATION OF FAIRNESS THEORY Personnel Psychology ·Stephen W. Gilliland, Markus Groth, R.C. Baker, ANGELA E DEW, LISA M. POLLY, JAY C. LANGDON	2001	92
15	Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review Journal of Service Research ·Mahesh Subramony, Markus Groth, Xinyu Hu, Yu Wu	2021	84
16	B2B services: linking service loyalty and brand equity Journal of Services Marketing ·Papassapa Rauyruen, Kenneth E. Miller, Markus Groth	2009	72
17	When the Going Gets Tough, the Tough Keep Working Journal of Management ·Helena Nguyen, Markus Groth, Anya Johnson	2013	71
18	Achieving service success through relationships and enhanced encounters Academy of Management Perspectives ·Barbara A. Gutek, Markus Groth, Bennett Cherry	2002	71
19	The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience Annual Review of Organizational Psychology and Organizational Behavior ·Markus Groth, Yu Wu, Helena Nguyen, Anya Johnson	2019	62
20	A framework to create more mentally healthy workplaces: A viewpoint Australian & New Zealand Journal of Psychiatry ·Katherine Petrie, Sadhbh Joyce, Leona Tan, (unknown), Anya Johnson, Helena Nguyen, Matthew Modini, Markus Groth, Nick Glozier, Samuel B. Harvey	2017	55

About Markus Groth

Markus Groth is a scholar working on Organizational Behavior and Human Resource Management, Sociology and Political Science, Marketing, Social Psychology and General Health Professions, having authored 71 papers that have together received 4.8k indexed citations. Recurring topics across this work include Job Satisfaction and Organizational Behavior (28 papers), Emotional Labor in Professions (24 papers), Customer Service Quality and Loyalty (19 papers), Psychology of Social Influence (11 papers), Work-Family Balance Challenges (7 papers), Service and Product Innovation (7 papers), Emotions and Moral Behavior (7 papers) and Workplace Violence and Bullying (5 papers). The work is most often cited by research in Organizational Behavior and Human Resource Management (3.0k citations), Marketing (1.3k citations), Sociology and Political Science (2.9k citations), Social Psychology (1.1k citations) and Information Systems and Management (341 citations). Markus Groth has collaborated with scholars based in Australia, United States and Germany. Frequent co-authors include Thorsten Hennig‐Thurau, Michael Paul, Dwayne D. Gremler, Alicia A. Grandey, Gianfranco Walsh, Robyn E. Goodwin, Helena Nguyen, Karyn L. Wang, Anya Johnson and S. Douglas Pugh. Their work appears in journals such as Journal of Service Research, Journal of service management, Journal of Applied Psychology, Journal of Business Research and Australian Journal of Management.

Rankless uses publication and citation data sourced from OpenAlex, an open and comprehensive bibliographic database. While OpenAlex provides broad and valuable coverage of the global research landscape, it—like all bibliographic datasets—has inherent limitations. These include incomplete records, variations in author disambiguation, differences in journal indexing, and delays in data updates. As a result, some metrics and network relationships displayed in Rankless may not fully capture the entirety of a scholar's output or impact.

Explore authors with similar magnitude of impact