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Mackay, R.B. and Chia, Robert (2013) Choice, chance and unintended consequences in strategic change : a process understanding of the rise and fall of NorthCo Automotive. Academy of Management Journal, 56 (1). pp. 208-230. ISSN 0001-4273 (In Press)
Groth, M. and Hennig-Thurau, Thorsten and Walsh, Gianfranco (2009) Customer reactions to emotional labor : the roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52 (5). pp. 958-974. ISSN 0001-4273
Groth, M. and Hennig-Thurau, Thorsten and Walsh, G. (2009) The perceptive customer: how do employees' emotional labor strategies affect service outcomes? Academy of Management Journal, 52 (5). pp. 958-974.