Markus Groth

TL;DR: In this paper, the authors investigate the influence of the extent of service employees' display of positive emotions and the authenticity of their emotional labor display on customers' emotional states and subsequently, customers' assessments of the service interaction and their relationship with the service provider.

TL;DR: In this paper, the role of customer behavior in Internet service deliveries is examined based on the OCB framework and it is hypothesized that a conceptual distinction between in-role behaviors (i.e., task performance) and extra-role behaviours (i., citizenship behavior) can be extended to customers who participate in service delivery.

TL;DR: In this paper, the authors extend emotional labor theories to the customer domain by developing and testing a theoretical model of the effects of employee emotional labor on customer outcomes and investigate the potential moderating effects of service type on the relationship between emotional labor and customer outcomes but find no support for such an effect.

TL;DR: It is proposed that a work unit with a climate of authenticity should provide a self-regulatory break from emotional labor with patients, thus replenishing resources and buffering against strain from emotional Labor.

TL;DR: It is argued that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions and the employee'sSelf-efficacy when faking emotions, which moderate 3 out of 4 relationships.