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Markus Groth is a Professor of Organisational Behaviour at the UNSW Business School in Sydney, Australia. He earned his Ph.D. in Management from the University of Arizona, where he also completed his M.S. in Management and B.A. in Psychology. His research primarily investigates service management, focusing on the complexities of customer service. Groth's work explores the role of emotions in the workplace and examines the relationship between employee experiences and service quality as perceived by customers. He has published extensively in leading management and marketing journals, including the Journal of Marketing, Journal of Applied Psychology, Personnel Psychology, Journal of Management, and the Academy of Management Journal. Additionally, he has consulted for both private and public organizations on human resource management issues and has held several research grants from the Australian Research Council, addressing work design and emotional labor within call centers and healthcare sectors.
UNSW Business School • Sydney, Australia
Leading research in organisational behaviour, focusing on the interaction between employee emotions and service quality.
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