Markus Groth

Professor

UNSW Sydney

Australia

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Markus Groth is a Professor at UNSW Sydney, Australia. His research interests focus on employee experience in frontline service roles, including the impact of customer mistreatment and emotional regulation in workplace settings. Recent publications explore themes such as wait time management, team dynamics in healthcare, and the effects of emotional intelligence on service delivery. He is committed to advancing scholarship in frontline service employee research.

Articles (10)

Year:

2025

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2024

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2023

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2023

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2023

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2022

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2021

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2021

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2021

Year:

2021

Collaborators (3)

Anya Johnson

Senior Lecturer

University of Sydney

AUSTRALIA

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Yu Wu

Assistant Professor

University of Sydney

AUSTRALIA

View details

Karyn L. Wang

Senior Lecturer

University of Sydney

AUSTRALIA

View details

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Markus Groth

Research Interests

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Articles (10)

Keep them busy, keep them flowing? The effects of actively versus passively occupied wait time

How social roles shape interpersonal affect regulation at work

A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes

How Display Rules Influence Turnover in Healthcare Teams and the Moderating Role of Team Negative Affective Tone

Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship

It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery

Caught out! The role of customer emotional intelligence and dual thinking processes in perceptions of frontline service employees' inauthentic positive displays

When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees

Enacting Service Work in a Changing World: Time for a Dialogue

Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review

Collaborators (3)

Anya Johnson

Yu Wu

Karyn L. Wang

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