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.