معرفی
Markus Groth is Professor of Organisational Behaviour in the School of Management and Governance at the UNSW Business School, University of New South Wales. He earned his Ph.D. in Management from the University of Arizona and maintains an active research program focused on workplace dynamics in service industries.
His primary research areas include:
- Service management and customer service complexities
- Emotional labour and its workplace implications
- Customer-employee interaction dynamics
- Organisational citizenship behaviour
- Employee engagement and motivation
Professor Groth's work examines the critical link between employee experiences and customer service quality, with particular attention to emotional components of service interactions and organizational strategies for customer relationship management. His research bridges theoretical organizational behavior with practical service industry applications.
He has secured significant research funding through multiple Australian Research Council grants focusing on emotional well-being in healthcare settings, call center management, and patient care improvement. His publications appear in top-tier journals including Journal of Marketing, Journal of Applied Psychology, Personnel Psychology, Journal of Management, and Academy of Management Journal.
Professor Groth has extensive experience consulting with both private and public sector organizations on human resource management issues. His supervision interests include customer service dynamics, workplace emotions, and customer mistreatment phenomena.
