He earned his Ph.D. in Management from the University of Arizona. Markus' research focuses on service management and the role of emotions in the workplace, specifically, the link between employee experiences of work and service quality experiences of the customers they serve. His work has been published in leading management, psychology, and marketing journals, such as Academy of Management Journal, Journal of Marketing, Journal of Applied Psychology, Personnel Psychology, Journal of Management, and Academy of Management Executive. He has consulted with both private and public organisations on human resource management issues, and has been awarded several large, multi-year research grants by the Australian Research Council to examine various facets of managing people in the workplace.