My Expertise
Service management; customer-employee interactions; emotional labour; organisational citizenship behaviour; organisational justice; motivation; customer service; psychology of customer service; employee engagement; work practices.
Fields of Research (FoR)
Organisational behaviour, Industrial and organisational psychology (incl. human factors), Marketing management (incl. strategy and customer relations)Biography
Markus Groth is Professor of Organisational Behaviour in the School of Management and Governance at the UNSW Business School, UNSW Sydney. He earned his Ph.D. in Management from the University of Arizona. Markus’ research focuses on service management and aims to unravel the complexities of customer service. Much of his research explores the role of emotions in the workplace, specifically, the link between employee experiences of work and...view more
Markus Groth is Professor of Organisational Behaviour in the School of Management and Governance at the UNSW Business School, UNSW Sydney. He earned his Ph.D. in Management from the University of Arizona. Markus’ research focuses on service management and aims to unravel the complexities of customer service. Much of his research explores the role of emotions in the workplace, specifically, the link between employee experiences of work and service quality experiences of the customers they serve, the behavioural and emotional components of service interactions, as well as the strategies organisations employ to form and maintain relationships with their customers. His work has been published in leading management and marketing journals such as Journal of Marketing, Journal of Applied Psychology, Personnel Psychology, Journal of Management, and Academy of Management Journal. In addition, he has consulted with both private and public organisations on human resource management issues and has held several research grants from the Australian Research Council in order to explore work design and emotional labour issues in the call centre and heath care sectors.
My Grants
Australian Research Council (ARC) Linkage Grant. Nguyen, H., Johnson, J., Parker, S., Williamson, A., Groth, M., Molesworth, B., Bolton, P., Allen, S., Dunbar, N., Tuqiri, K., & Olesen, K., Groth, M. (CI). Advancing knowledge on silence and its impact on errors and safety. 2016-2019.
Australian Research Council (ARC) Discovery Grant. Groth, M. Understanding the learning and development of employees’ emotion regulation strategies over time: Rethinking the paradigm. 2013-2016.
Australian Research Council (ARC) Linkage Grant. Groth, M., 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, Prince of Wales Hospital, Royal Children’s Hospital, Royal Hospital for Women and Sydney Hospital Sydney Eye Hospital. 2009-2012.
Australian Research Council (ARC) Linkage Grant. Groth, M., Parker, S. K., McCarthy, S., & Thornton, A. Delivering Better Patient Care: Promoting Well-Being and Performance of Health Care Professionals. Partner Organization: Prince of Wales Hospital. 2007-2010.
Australian Research Council (ARC) Linkage Grant. Frenkel, S. J., & Groth, M. Managing Call Centres: A Study of Management Practices, Work and Outcomes. Partner Organizations: AMP Customer Service and National Australia Bank. 2007-2009.
My Qualifications
Ph.D. in Management, University of Arizona
M.S. in Management, University of Arizona
B.A. in Psychology, University of Arizona
My Research Supervision
Areas of supervision
Customer service, emotions in the workplace, customer mistreatment
Contact
Publications
ORCID as entered in ROS
https://orcid.org/0000-0003-0391-9007
