Paul Patterson

Professor of Marketing
Professor
Brief Bio

 

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Paul G. Patterson PhD, is Professor in the School of Marketing at the University of New South Wales (UNSW), Sydney, Australia.  Prior to joining academe, he held management and marketing positions in telecommunications, banking, market research and the public sector, and later an international marketing consultancy firm. He has taught or been visiting professor at universities of Wollongong, Sydney (Graduate School of Management), Michigan State University in USA, Assumption University, Mahidol, Chiang Mai and Thammasat Universities in Thailand, Fudan University, Shanghai, China and The Vietnamese National University.

 

His research, teaching and consulting interests revolve around management and marketing issues in service industries.  In particular his research interests centre on the psychology and behaviour of front-line service employees, service failure and recovery, cross-cultural service encounters, service productivity, the future impact of front-line service robots, and the internationalisation of service firms.

 

He has received over a Aust$1 million in competitive research grants.  His research has been published in the Journal of the Academy of Marketing Science, Journal of International Business Studies, International Journal of Research in Marketing, Journal of Service Management, Journal of Service Research, Journal of Retailing, California Management Review, European Journal of Marketing, Journal of Business Research, Journal of International Marketing, Journal of Services Marketing, Australasian Marketing Journal, Psychology and Marketing, among others. He is an author of the best selling text: Services Marketing: A South-East Asian and Australian Perspective, now in its 6th edition, and is a member of the editorial review boards of the Journal of Service Research, European Journal of Marketing, Journal of Service Management, Journal of Services Marketing, Australasian Journal of Marketing and Asia-Pacific Management Review.

 

In 2014 he received the American Marketing Association’s Christopher Lovelock Award for Career Contribution to Service Science.  He was awarded the ANZMAC Researcher of Year award, and honoured with a Fellowship of ANZMAC. While in 2008 he received the Outstanding Doctoral Supervision Award from the Australian School of Business.

 

 

 

 

Research Grants:

  • 2011: 'Building Ambidextrous Capacity in Service Industries: A Cross National Study' (with K. de Ruyter, Maastricht University, and T. Yu, UTS) ARC Discovery Grant $155,000
  • 2011-2013: 'Pro bono service: Drivers, delight, dark side and downside for the professional' (with J.McColl-Kennedy, University of Queensland, Michael Brady, Florida State University, and Doan Nguyen, University of Queensland) ARC Discovery Grant $350,000
  • 2008: 'Ambidexterity - The Simultaneous Pursuit of Sales and Service Goals in a Retail Banking Context' ASB Goldstar Award $30,000
  • 2006-2008: 'Customer Rage Spectrum Emotions in Service Failure Encounters: Linking Experience, Expression, Behaviour and Organisational Responses' (with J. McColl-Kennedy, University of Queensland, and A.K. Smith, George Washington University, USA). 'Shopping Mad', ragtrader, 23 March 2007, ARC Discovery Grant $240,000
  • 2002: 'The Determinants of Export Performance Across Service Types' (with C. Styles) ARC Discovery Grant $85,000
  • 2001: Grant to assess the key factors that lead to success or failure of SME Australian service exporters to SE Asia Australian Trade Commission $42,000
  • 1998: 'A Dyadic Investigation of the Relationship Processes Leading to Successful Market Entry in East Asian Markets' (with C. Styles) ARC SPIRT Grant, $268,000 and Australian Trade Commission $134,000

Awards and distinctions

  • American Marketing Association award 2013: Christopher Lovelock  Career Contributions to Service Science award
  • Fellow of the Australian and New Zealand Marketing Academy (ANZMAC) 2010
  • Distinguished Research of the Year Award 2010, Australian and New Zealand Marketing Academy (ANZMAC) 
  • Australian School of Business Award for Outstanding Doctoral  Supervision (2008)
  • Best Paper (Services Marketing Track), Australian and New Zealand Marketing Academy (ANZMAC) Conference for the paper 'Seeing Red: Customer Rage Emotions, Expressions and Behaviours) (with J. McColl-Kennedy) (2008)
  • 'Top 25 Hottest Article' in IJRM since 2000 (with E. Cowley & K. Prasongsukarn) for 'The impact of cultural orientation on customer perceptions of post-recovery service satisfaction', International Journal of Research in Marketing, 23, 263-277
  • Davidson Award - Honourable Mention (as one of the three best papers) in the Journal of Retailing for the paper 'The Impact of Culture on consumers' Perceptions of Service Recovery Efforts' (co-authored with A. Matills of Penn State University) (2005)
  • Best Paper Australian and New Zealand Marketing Academy (ANZMAC) Conference for the paper 'Determinants of Export Performance Across Service Types: A Conceptual Model' ( with V. La and C. Styles) (2001)

 Editorial

  • European Journal of Marketing
  • Journal of Services Marketing
  • Journal of Service Research
  • Australasian Marketing Journal
  • Journal of Service Management
  • ASEAN Marketing Journal
  • Occasional reviewer (2004 - present) for Journal of Marketing, Journal of Retailing, California Management Review, Australian Journal of Management

Professional board memberships

  • Australia New Zealand Marketing Academy (ANZMAC)

Research Interests:

  • The impact of front-line service robots
  • The impact of humour in service encounters
  • The drivers of customer rage in service settings
  • Front-line employees coping style in the face of dysfunctional customer behaviour
  • Modeling customer perceptions of service recovery across east-west cultures (Malaysia, Thailand, Taiwan, USA)
  • Longitudinal study of attitudes to self-service technology
  • Study of the drivers of ambidexterity (sales vs customer service) in various service industry contexts

ASB Profile: http://www.asb.unsw.edu.au/schools/Pages/PaulPatterson.aspx

 

Journal articles
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Lu VN; Wirtz J; Kunz WH; Paluch S; Gruber T; Martins A; Patterson PG, 2020, 'Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?', Journal of Service Theory and Practice, vol. 30, pp. 361 - 391, http://dx.doi.org/10.1108/JSTP-04-2019-0088
2020
Patterson PAUL; McColl-Kennedy J; Lee JJ; Brady M, 2020, 'Gaining Insights Into Why Professionals Continue or Abandon Pro Bono Service', European Journal of Marketing, vol. 55, pp. 790 - 813, http://dx.doi.org/10.1108/EJM-05-2019-0438
2020
Chiew ; Mathies C; Patterson , 2019, 'The Effect of Humour Usage on Customer’s Service Experiences', Australian Journal of Management, vol. 44, pp. 109 - 127, http://dx.doi.org/10.1177/0312896218775799
2019
Sarapaivanich N; Sampet J; Patterson PG, 2019, 'The impact of communication style on psychological comfort and trust in audit services', Accounting Research Journal, vol. 32, pp. 642 - 661, http://dx.doi.org/10.1108/ARJ-06-2017-0097
2019
Sampet J; Sarapaivanich N; Patterson P, 2019, 'The role of client participation and psychological comfort in driving perceptions of audit quality: Evidence from an emerging economy', Asian Review of Accounting, vol. 27, pp. 177 - 195, http://dx.doi.org/10.1108/ARA-09-2017-0144
2019
Piyathasanan B; Mathies C; Patterson PG; de Ruyter K, 2018, 'Continued value creation in crowdsourcing from creative process engagement', Journal of Services Marketing, vol. 32, pp. 19 - 33, http://dx.doi.org/10.1108/JSM-02-2017-0044
2018
Wirtz J; Patterson PG; Kunz WH; Gruber T; Lu VN; Paluch S; Martins A, 2018, 'Brave new world: service robots in the frontline', Journal of Service Management, vol. 29, pp. 907 - 931, http://dx.doi.org/10.1108/JOSM-04-2018-0119
2018
Yu T; de Ruyter K; Patterson P; Chen CF, 2018, 'The formation of a cross-selling initiative climate and its interplay with service climate', European Journal of Marketing, vol. 52, pp. 1457 - 1484, http://dx.doi.org/10.1108/EJM-08-2016-0487
2018
Akkawanitcha C; Patterson PG, 2017, 'A contingency model of “Face” loss in service encounters: an Eastern cultural context', Journal of Service Theory and Practice, vol. 27, pp. 1122 - 1144, http://dx.doi.org/10.1108/JSTP-03-2016-0055
2017
Mathies C; Patterson PG, 2017, 'Guest editorial', Journal of Service Theory and Practice, vol. 27, pp. 518 - 519, http://dx.doi.org/10.1108/JSTP-02-2017-0032
2017
Wang C; Harris J; Patterson PG, 2017, 'Modeling the habit of self-service technology usage', Australian Journal of Management, vol. 42, pp. 031289621664086 - 031289621664086, http://dx.doi.org/10.1177/0312896216640862
2017
Lee J; patterson P; Ngo L, 2017, 'In pursuit of service productivity and customer satisfaction: The role of resources', European Journal of Marketing, vol. 51, pp. 1836 - 1855, http://dx.doi.org/10.1108/EJM-07-2016-0385
2017
Patterson P, 2016, 'Retrospective: tracking the impact of communications effectiveness on client satisfaction, trust and loyalty in professional services', Journal of Services Marketing, vol. 30, pp. 485 - 489, http://dx.doi.org/10.1108/JSM-05-2016-0190
2016
Patterson PG; Brady MK; McColl-Kennedy JR, 2016, 'Geysers or Bubbling Hot Springs? A Cross-Cultural Examination of Customer Rage From Eastern and Western Perspectives', Journal of Service Research, vol. 19, pp. 243 - 259, http://dx.doi.org/10.1177/1094670516649057
2016
Patterson PG; Sarapaivanich N, 2016, 'A contingency model of client repeat patronage in a financial auditing service context.', Accounting Research Journal, vol. 29, pp. 106 - 130, http://dx.doi.org/10.1108/ARJ-04-2014-0039
2016
Surachartkumtonkun J; McColl-Kennedy JR; Patterson PG, 2015, 'Unpacking Customer Rage Elicitation: A Dynamic Model', Journal of Service Research, vol. 18, pp. 177 - 192, http://dx.doi.org/10.1177/1094670514556275
2015
McColl-Kennedy JR; Patterson PG; Brady MK; Cheung L; Nguyen D, 2015, 'To give or not to give professional services to non-paying clients: Professionals’ giving backstory', Journal of Service Management, vol. 26, pp. 426 - 459, http://dx.doi.org/10.1108/JOSM-07-2014-0194
2015
Yu T; Patterson P; de ruyter K, 2015, 'Converting service encounters into cross-selling opportunities: Does faith in supervisor ability help or hinder service-sales ambidexterity?', European Journal of Marketing, vol. 49, pp. 491 - 511, http://dx.doi.org/10.1108/EJM-10-2013-0549
2015
Patterson PG; Akkawanichita C; Buranapin S; Kantabutra S, 2015, 'Frontline Employees' cognitive appraisals and well-being in the face of customer aggression in an eastern, collectivist culture.', Journal of Services Marketing, vol. 29, pp. 268 - 279, http://dx.doi.org/10.1108/JSM-12-2013-0328
2015
Piyathasanan B; Mathies C; Wetzels M; Patterson PG; de Ruijter J, 2015, 'A Hierarchical Model of Virtual Experience and its Influences on Customer Perceived Value and Loyalty', International Journal of Electronic Commerce, vol. 19, pp. 126 - 158, http://dx.doi.org/10.1080/10864415.2015.979484
2015
Patterson P; Yu Y; Kimpakorn N, 2014, 'Killing two birds with one stone: Cross-selling during service delivery', Journal of Business Research, vol. 67, pp. 1944 - 1952, http://dx.doi.org/10.1016/j.jbusres.2013.11.013
2014
Sarapaivanich N; Patterson PG, 2014, 'The role of interpersonal communication in developing small-medium size enterprise (SME) client loyalty toward an audit firm', International Small Business Journal, vol. OnlineFirst Version, pp. 882 - 900, http://dx.doi.org/10.1177/0266242614524259
2014
Wang C; Harris J; Patterson P, 2013, 'The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technologies: A Longitudinal Study', Journal of Service Research, vol. 16, pp. 400 - 414, http://dx.doi.org/10.1177/1094670512473200
2013
Yu T; Patterson PG; de Ruyter K, 2013, 'Achieving Servcie-Sales Ambidexterity', Journal of Service Research, vol. 16, pp. 52 - 66, http://dx.doi.org/10.1177/1094670512453878
2013
Patterson PG; Prasongsukarn K, 2012, 'An extended service recovery model: The moderating impact of temporal sequence of events', Journal of Services Marketing, vol. 26, pp. 510 - 520, http://dx.doi.org/10.1108/08876041211266477
2012
Wang C; Harris JA; Patterson PG, 2012, 'Customer choice of self-service technology: The roles of situational influences and past experience', Journal of Service Management, vol. 23, pp. 54 - 78, http://dx.doi.org/10.1108/09564231211208970
2012
Surachartkumtonkun J; Patterson PG; McColl-Kennedy J, 2012, 'Customer rage back-story: Linking needs-based cognitive appraisal to service failure type', Journal of Retailing, vol. 89, pp. 72 - 87, http://dx.doi.org/10.1016/j.jretai.2012.06.001
2012
Mechinda P; Patterson PG, 2011, 'The impact of service climate and service provider personality on employees' customer-oriented behavior in a high-contact setting', Journal of Services Marketing, vol. 25, pp. 101 - 113, http://dx.doi.org/10.1108/08876041111119822
2011
Patterson PG; Pimpakorn N, 2010, 'Customer-oriented behaviour of front-line service employees: The need to be both willing and able.', Australasian Marketing Journal, vol. 18, pp. 57 - 65, http://dx.doi.org/10.1016/j.ausmj.2010.02.004
2010
Daryanto A; de Ruyter K; Wetzels M; Patterson PG, 2010, 'Service firms and customer loyalty programs: a regulatory fit perspective of reward preferences in a health club setting', Journal of the Academy of Marketing Science, vol. 38, pp. 604 - 616, http://dx.doi.org/10.1007/s11747-009-0165-x
2010
Patterson PG; Scott JM; Uncles MD, 2010, 'How the local competition defeated a global brand: The case of Starbucks', Australasian Marketing Journal, vol. 18, pp. 41 - 47, http://dx.doi.org/10.1016/j.ausmj.2009.10.001
2010
Patterson PG; Green RT; Kongsompong K, 2009, 'Collectivism and social influence in the buying decision: A four-country study of inter-and intra-national differences.', Australasian Marketing Journal, vol. 17, pp. 142 - 149, http://dx.doi.org/10.1016/j.ausmj.2009.05.013
2009
Patterson PG; Itthioipassagul P; Piyathasanan B, 2009, 'An Emerging South East Asian Brand - MK Restaurants.', Australasian Marketing Journal, vol. 17, pp. 175 - 181, http://dx.doi.org/10.1016/j.ausmj.2009.05.012
2009
Patterson PG; de Ruyter K; Wetzels M; Pauwels P, 2009, 'The Propensity to Continue Internationalization: A Study of Entrepreneurial Decision-Making in Australian Service Firms', Advances in International Marketing, vol. 20, pp. 11 - 36, http://dx.doi.org/10.1108/S1474-7979(2009)0000020004
2009
La VQ; Patterson PG; Styles C, 2009, 'Client-perceived performance and value in professional B2B services: An international perspective.', Journal of International Business Studies, vol. 40, pp. 274 - 300, http://dx.doi.org/10.1057/palgrave.jibs.8400406
2009
Patterson PG; Lanjananda P, 2009, 'Determinants of Customer-Oriented Behavior in a Health Care Context', Journal of Service Management, vol. 20, pp. 5 - 32, http://dx.doi.org/10.1108/09564230910936832
2009
Patterson PG; McColl-Kennedy J; Smith A; Lu Z, 2009, 'Customer Rage: Triggers, Tipping Points, and Take-Outs', Harvard Business Review, vol. 52, pp. 6 - 28, http://dx.doi.org/10.1525/cmr.2009.52.1.6
2009
Patterson PG; McColl-Kennedy J; Smith A; Brady MK, 2009, 'Customer Rage Episodes: Emotions, Expressions and Behaviors', Journal of Retailing, vol. 85, pp. 222 - 237, http://dx.doi.org/10.1016/j.jretai.2009.04.002
2009
Patterson PG; McColl-Kennedy J; Lu Z, 2008, 'Research on Customer Rage in Failed Service Encounters', Journal of Harbin Institute of Technology, vol. 15, pp. 222 - 226, https://www.researchgate.net/publication/290304419_Research_on_customer_rage_in_failed_service_encounters
2008
Patterson PG; Styles C; Ahmed F, 2008, 'A relational model of export performance', Journal of International Business Studies, vol. 39, pp. 880 - 900, http://dx.doi.org/10.1057/palgrave.jibs.8400385
2008
Patterson PG; Matilla A, 2008, 'An examination of the impact of cultural orientation and familiarity in service encounter evaluations.', International Journal of Service Industry Management, vol. 19, pp. 662 - 681, http://dx.doi.org/10.1108/09564230810903514
2008
Patterson PG, 2007, 'Demographic correlates of loyalty in a service context', Journal of Services Marketing, vol. 21, pp. 112 - 121, http://dx.doi.org/10.1108/08876040710737877
2007
Patterson PG; Cowley EJ; Prasongsukarn K, 2006, 'Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice.', International Journal of Research in Marketing, vol. 23, pp. 263 - 277, http://dx.doi.org/10.1016/j.ijresmar.2006.02.004
2006
La VQ; Patterson PG; Styles C, 2005, 'Determinants of export performance across service types: A conceptual model', Journal of Services Marketing, vol. 19, pp. 379 - 391, http://dx.doi.org/10.1108/08876040510620157
2005
Patterson PG; Styles CW; Phan M, 2005, 'Relational competency`s role in Southeast Asia business partnerships', Journal of Business Research, vol. 58, pp. 173 - 184, http://dx.doi.org/10.1016/S0148-2963(02)00492-7
2005
Uncles MD; Patterson PG, 2005, 'amj - Progress and Prospects', Australasian Marketing Journal, vol. 13, pp. 5 - 7, http://dx.doi.org/10.1016/S1441-3582(05)70072-0
2005
La VQ; Patterson PG; Styles C, 2005, 'Executive Insights: Exporting services to Southeast Asia: Lessons from Australian knowledge-based service exporters.', Journal of International Marketing, vol. 13, pp. 104 - 128, http://dx.doi.org/10.1509/jimk.2005.13.4.104
2005
Patterson PG; Matilla A, 2004, 'Service recovery and fairness perceptions in collectivist and individualist contexts.', Journal of Service Research, vol. May, pp. 336 - 346, http://dx.doi.org/10.1177/1094670503262947
2004
Patterson PG; Matilla A, 2004, 'The Impact of Culture on Consuner`s Perceptions of Service Recovery Efforts.', Journal of Retailing, vol. 80, pp. 196 - 206, http://dx.doi.org/10.1016/j.jretai.2004.08.001
2004
Patterson PG; Kirchmajer L, 2004, 'The role of interpersonal communications in the development of client trust and closeness in a SME professional service context.', Small enterprise research : the journal of SEAANZ, vol. 12, pp. 45 - 56, http://dx.doi.org/10.5172/ser.12.1.45
2004
Patterson PG, 2004, 'A Study of Perceptions Regarding Service Firms` Attitudes Towards Exporting', Australasian Marketing Journal, vol. 12, pp. 19 - 38, http://dx.doi.org/10.1016/S1441-3582(04)70095-6
2004
Patterson PG, 2004, 'A Contingency Model of Behavioural Intentions in a Services Context.', European Journal of Marketing, vol. 38, pp. 1304 - 1315, http://dx.doi.org/10.1108/03090560410548997
2004
Patterson PG; Wirtz J; Kimes S; Theng JH, 2003, 'Revenue management: Resolving potential customer conflict.', Journal of Revenue and Pricing Management, vol. 2, pp. 216 - 226, http://dx.doi.org/10.1057/palgrave.rpm.5170068
2003
Patterson PG; Smith T, 2003, 'A cross-cultural study of switching barriers & propensity to stay with service providers.', Journal of Retailing, vol. 79, pp. 107 - 120, http://dx.doi.org/10.1016/S0022-4359(03)00009-5
2003
McColl-Kennedy JR; Patterson P, 2003, 'Editorial', Australasian Marketing Journal, vol. 11, pp. 5 - 6, http://dx.doi.org/10.1016/S1441-3582(03)70123-2
2003
Patterson PG; Cicic M; Shoham A, 2002, 'Antecedents of International Performance: A Service Firm`s Perspective.', European Journal of Marketing, vol. 36, pp. 1103 - 1118, http://dx.doi.org/10.1108/03090560210437352
2002
Uncles MD; Patterson PG, 2001, 'Editorial', Australasian Marketing Journal, vol. 9, pp. 5 - 6, http://dx.doi.org/10.1016/S1441-3582(01)70162-0
2001
Sharma N; Patterson PG, 2001, 'Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services', International Journal of Service Industry Management, vol. 11, pp. 470 - 490, http://dx.doi.org/10.1108/09564230010360182
2001
Patterson PG; Smith T, 2001, 'Modeling relationship strength across service types in an Eastern culture', International Journal of Service Industry Management, vol. 12, pp. 90 - 113, http://dx.doi.org/10.1108/09564230110387470
2001
Patterson PG; Smith T, 2001, 'Relationship benefits in service industries: a replication in a Southeast Asian context', Journal of Services Marketing, vol. 15, pp. 425 - 443, http://dx.doi.org/10.1108/EUM0000000006098
2001
Patterson PG, 2000, 'Aboriginal heritage art and moral rights', Journal of the Australian and New Zealand Academy of Management, pp. 412 - 431
2000
Patterson PG; Sharma N, 2000, 'Bringing a client focus to international marketing: A change management case study', International Journal of Service Industry Management, vol. 11, pp. 44 - 55, http://dx.doi.org/10.1017/S1833367200005411
2000
Patterson PG, 2000, 'Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services', International Journal of Service Industry Management, vol. 11, pp. 470 - 490, http://dx.doi.org/10.1108/09564230010360182
2000
Patterson P, 2000, 'Bringing a client focus to international marketing: A change management case study', Journal of Management and Organization, vol. 6, pp. 44 - 55, http://dx.doi.org/10.5172/jmo.2000.6.2.44
2000
Patterson P, 2000, 'A contingency approach to modeling satisfaction with management consulting services', Journal of Service Research, vol. 3, pp. 138 - 153, http://dx.doi.org/10.1177/109467050032003
2000
Patterson PG; Moylan EJ; Bannon S; Salih F, 2000, 'Needs Analysis of a Cancer Education Program in South Western Sydeny', Cancer Nursing, pp. 186 - 192, http://dx.doi.org/10.1097/00002820-200006000-00005
2000
Patterson PG; Sharma N, 1999, 'The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services', Journal of Services Marketing, vol. 13, pp. 151 - 170, http://dx.doi.org/10.1108/08876049910266059
1999
Ahmed FU; Patterson PG; Styles CW, 1999, 'The determinants of successful relationships in international business', Australasian Marketing Journal, pp. 5 - 21, http://dx.doi.org/10.1016/S1441-3582(99)70197-7
1999
Patterson PG; Dawes PL, 1999, 'The determinants of choice set structure in high-technology business markets', Industrial Marketing Management, vol. 28, pp. 395 - 411, http://dx.doi.org/10.1016/S0019-8501(98)00030-3
1999
Patterson PG; Cicic M; Shoham A, 1999, 'A conceptual model of the internationalization of services firms', Journal of Global Marketing, vol. 12, pp. 81 - 106, http://dx.doi.org/10.1300/J042v12n03_06
1999
Patterson PG; Sharma N, 1999, 'On the role of experience in developing service satisfaction in consumer financial planning services', Journal of Customer Service in Marketing and Management, vol. 5, pp. 33 - 48, http://dx.doi.org/10.1300/J127v05n04_03
1999
Patterson PG; Godwin B; Johnson LW, 1999, 'Consumer coping strategies with dissatisfactory service encounters: A preliminary investigation', Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, vol. 12, pp. 145 - 154, https://faculty.unlv.edu/gnaylor/JCSDCB/articles/1999%20-%20Volume%2012/Godwin%20et%20al%201999.pdf
1999
Ahmed FU; Patterson PG; Styles CW, 1999, 'Trust and commitment in international business relationships', ABAC Journal, vol. 19, pp. 37 - 51, http://repository.au.edu/handle/6623004553/13926
1999
Patterson PG; De Ruyter K; Wetzels M, 1999, 'Modelling firm`s propensity to continue service exporting: a cross-country analysis', International Business Review, vol. 8, pp. 351 - 365, http://dx.doi.org/10.1016/S0969-5931(99)00009-8
1999
Patterson PG; Romm T; Hill C, 1998, 'Consumer satisfaction as a process: a qualitative, retrospective longitudinal study of overseas students in Australia', Journal of Professional Services Marketing, vol. 16, pp. 135 - 157, http://dx.doi.org/10.1300/J090v16n01_08
1998
Patterson PG; Winsted KF, 1998, 'Internationalization of services: the service exporting decision', Journal of Services Marketing, vol. 12, pp. 294 - 311, http://dx.doi.org/10.1108/08876049810226964
1998
Patterson PG; Johnson LW; Spreng RA, 1997, 'Modeling the determinants of customer satisfaction for business-to-business professional services', Journal of the Academy of Marketing Science, vol. 25, pp. 4 - 17, http://dx.doi.org/10.1177/0092070397251002
1997
Patterson PG; Johnson LW; Spreng RA, 1997, 'Modeling the determinants of customer satisfaction for business-to-business professional services', JOURNAL OF THE ACADEMY OF MARKETING SCIENCE, vol. 25, pp. 4 - 17, http://dx.doi.org/10.1007/BF02894505
1997
Patterson PG; Spreng RA, 1997, 'Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination', International Journal of Service Industry Management, vol. 8, pp. 414 - 434, http://dx.doi.org/10.1108/09564239710189835
1997
Patterson PG; Cucic M; Shoham A, 1997, 'A temporal sequence model of satisfaction and export intentions of service firms', Journal of Global Marketing, vol. 10, pp. 23 - 43, http://dx.doi.org/10.1300/J042v10n04_03
1997
Dawes PL; Patterson PG; Midgley DF, 1997, 'Involvement of technical consultants in high technology business markets', Journal of Business and Industrial Marketing, vol. 12, pp. 257 - 275, http://dx.doi.org/10.1108/08858629710172637
1997
Patterson PG, 1997, 'Translating customer survey results into managerial action', Super Service, pp. 4 - 6
1997
Patterson PG; Cicic M, 1996, 'A Typology of Service Firms in International Markets : An Empirical Investigation', Journal International Marketing, vol. 3, pp. 57 - 83, http://www.jstor.org/stable/25048624
1996
Kyriazis E; Patterson PG, 1996, 'The use of Marketing Information in the New Product Development Process: An Australian Perspective', Australasian Journal of Market Research, vol. 4, pp. 3 - 11, http://www.amsrs.com.au/documents/item/84
1996
Dawes R; Patterson PG; Lee L, 1996, 'Internal and External Buying Center Membership in High Technology Business Markets', Journal of High Technology Management Research, vol. 7, pp. 107 - 127, http://dx.doi.org/10.1016/S1047-8310(96)90018-8
1996
Patterson PG, 1995, 'A conceptual model of customer satisfaction for business-to-business, professional services', Advances in Services Marketing and Management, vol. 4, pp. 169 - 193, http://dx.doi.org/10.1016/S1067-5671(95)04023-4
1995
Patterson P, 1995, 'Choice criteria in final selection of a management consultancy service', Journal of Professional Services Marketing, vol. 11, pp. 177 - 187, http://dx.doi.org/10.1300/J090v11n02_13
1995
Romm T; Patterson P; Hill C, 1994, 'Overseas students in Australia: A retrospective longitudinal study of pre-purchase expectations and post-purchase satisfaction', Journal of Marketing for Higher Education, vol. 5, pp. 31 - 52, http://dx.doi.org/10.1300/J050v05n02_03
1994
Atuahene‐Gima K; Patterson P, 1993, 'Managerial perceptions of technology licensing as an alternative to internal R&D in new product development: an empirical investigation', R&D Management, vol. 23, pp. 327 - 336, http://dx.doi.org/10.1111/j.1467-9310.1993.tb00838.x
1993
Patterson PG, 1993, 'Expectations and product performance as determinants of satisfaction for a high‐involvement purchase', Psychology & Marketing, vol. 10, pp. 449 - 465, http://dx.doi.org/10.1002/mar.4220100507
1993
Dawes PL; Dowling GR; Patterson PG, 1992, 'Criteria used to select management consultants', Industrial Marketing Management, vol. 21, pp. 187 - 193, http://dx.doi.org/10.1016/0019-8501(92)90015-L
1992
Dawes PL; Dowling GR; Patterson PG, 1992, 'Factors affecting the structure of buying centers for the purchase of professional business advisory services', International Journal of Research in Marketing, vol. 9, pp. 269 - 279, http://dx.doi.org/10.1016/0167-8116(92)90022-D
1992
Dawes PL; Dowling GR; Patterson PG, 1992, 'Determinants of Pre-Purchase Information Search Effort for Management Consulting Services', Journal of Business-to-Business Marketing, vol. 1, pp. 31 - 61, http://dx.doi.org/10.1300/J033v01n01_03
1992
Dawes PL; Dowling GR; Patterson PG, 1991, 'Information sources used to select different types of management consultancy services', Asia Pacific Journal of Management, vol. 8, pp. 185 - 199, http://dx.doi.org/10.1007/BF01731940
1991
Dawes PL; Patterson PG, 1988, 'The performance of industrial and consumer product managers', Industrial Marketing Management, vol. 17, pp. 73 - 84, http://dx.doi.org/10.1016/0019-8501(88)90029-6
1988
Dawes PL; Patterson PG, 1987, 'An empirical study of product management in Australia', Australian Journal of Management, vol. 12, pp. 237 - 261, http://dx.doi.org/10.1177/031289628701200206
1987
Conference Papers
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Patterson P; Paluch S; Gruber T; Wirtz J; Kunz W; Lu VN; Martins A, 2019, 'Rise of the Service Robots: Exploring Consumer Acceptance', Vancouver, British Columbia, presented at Academy of Marketing Science, Vancouver, British Columbia
2019
Lee JJ; Patterson P; McColl-Kennedy J; Brady M, 2019, 'What drives professional service employees to undertake pro bono?', Austin, TX, USA, presented at The 2019 Winter American Marketing Association Conference, Austin, TX, USA, 22 February 2019 - 24 February 2019, https://www.ama.org/wp-content/uploads/2019/02/2019-AMA-Winter-Academic-Conference.pdf
2019
Garg N; McColl-Kennedy J; Patterson P, 2017, 'Positive Emotions’ Differential Effects on Pro-social Behaviour', in Positive Emotions’ Differential Effects on Pro-social Behaviour, Australian New Zealand Marketing Academy (ANZMAC) Conference, Melbourne, Australia, presented at Australian New Zealand Marketing Academy (ANZMAC) Conference, Melbourne, Australia, 04 December 2017 - 06 December 2017
2017
Roongruangsee R; Patterson P; Ngo LV, 2016, 'Building client psychological comfort through communication style in financial advisory services', in Building client psychological comfort through communication style in financial advisory services, ANZMAC 2016, Marketing in the Post-Disciplinary Era, New Zealand, presented at ANZMAC 2016, Marketing in the Post-Disciplinary Era, New Zealand, -
2016
Chiew T; Patterson P; Mathies C; Kleinaltenkamp M, 2014, 'The Impact of Humour in Service Encounters', in The Impact of Humour in Service Encounters, ANZMAC Annual Conference, Brisbane, presented at ANZMAC Annual Conference, Brisbane, 30 November 2014 - 03 December 2014
2014
Piyathasanan B; Patterson PG; de Ruyter K; Mathies C, 2011, 'Social Identity and Motivation for Creative Crowdsourcing and their Influence on Value Creation for the Firm', in Proceedings of ANZMAC 2011, ANZMAC, Perth, WA, pp. 1 - 8, presented at ANZMAC 2011, Perth, WA, - , http://anzmac.org/conference/2011/Papers%20by%20Presenting%20Author/Piyathasana,%20Bhuminan%20Paper%20277.pdf
2011
Surachartkumtonkum J; Patterson PG; McColl-Kennedy J, 2011, 'Modelling Customer Cognitive Appraisals to Rage Emotions Following a Service Failure: A Longitudinal Assessment', in Proceedings of ANZMAC 2011, ANZMAC, Perth, WA, pp. 1 - 8, presented at ANZMAC 2011, Perth, WA, http://anzmac.org/conference/2011/Papers%20by%20Presenting%20Author/Patterson,%20Paul%20Paper%20138.pdf
2011
Yu T; Patterson PG; de Ruyter K, 2010, 'Acting ambidextrously in retail banking to achieve service and sales goals simultaneously: A mutlilevel perspective', in ANZMAC 2010 Conference Proceedings, Australia New Zealand Marketing Academy, Christchurch, pp. 1 - 9, presented at ANZMAC 2010, Christchurch, New Zealand, 29 November 2010 - 01 December 2010
2010
Piyathasanan B; de Ruyter K; Wetzels M; Patterson PG; Mathies C, 2010, 'A hierarchical model of virtual experience (VE) and its influence on customer perceived value and loyalty', in ANZMAC 2010 Conference Proceedings, Australia New Zealand Marketing Academy, Christchurch, pp. 1 - 8, presented at ANZMAC 2010, Christchurch, New Zealand, 29 November 2010 - 01 December 2010
2010
Yu Y; Patterson PG, 2009, 'In search of ambidexterity', in In search of ambidexterity, EMAC 2009 Conference, Nantes, France, presented at EMAC 2009 Conference, Nantes, France, 26 May 2009 - 29 May 2009
2009
Harris JA; Patterson PG; Wang C, 2009, 'Situational Influences in the Choice of Self-Service in a Multi-Channel Retail Context.', in ANZMAC 2009 Conference Proceedings, Australia New Zealand Marketing Academy, Melbourne, Australia, presented at ANZMAC 2009 Conference, Melbourne, Australia, 30 November 2009 - 02 December 2009
2009
Surachartkumtonkum J; Patterson PG; Mccoll-kennedy J, 2009, 'Cognitive appraisals that trigger customer rage in East (Thai) and West (US) cultures', in ANZMAC 2009 Conference Proceedings, Australia New Zealand Marketing Academy, Melbourne, Australia, presented at ANZMAC 2009 Conference, Melbourne, Australia, 30 November 2009 - 02 December 2009
2009
Patterson PG; McColl-Kennedy J, 2008, 'Seeing Red: Customer Rage Emotions, Expressions and Behaviours', in ANZMAC 2008 Conference, ANZMAC 2008 Conference, Homebush, Sydney, presented at ANZMAC 2008 Conference, Homebush, Sydney, 01 December 2008 - 03 December 2008
2008
Yu Y; Patterson PG; de Ruyter K, 2008, 'Achieving Service and sales Goals through Motivational Ambidexterity', in ANZMAC 2008 Conference, ANZMAC 2008 Conference, Homebush, Sydney, presented at ANZMAC 2008 Conference, Homebush, Sydney, 01 December 2008 - 03 December 2008
2008
Patterson PG; McColl-Kennedy J, 2008, 'Customer Rage: Exploring Customer and Employee Perspectives', in Rust R; Kannan PK (ed.), Proceedings of the 17th Annual Frontiers in Service Conference, 17th Annual Frontiers in Service Conference, Washington, DC, pp. 108 - 108, presented at 17th Annual Frontiers in Service Conference, Washington, DC, 02 October 2008 - 05 October 2008
2008
Patterson PG; McColl-Kennedy J; Lu Z, 2008, 'Research on Customer Rage in Failed Service Encounters.', in Journal of Harbin Institute of Technology, Harbin Institute of Technology, Harbin, 150, Beijing, China,, presented at International Conference on Service Science,, Beijing, China,, 17 April 2008 - 18 April 2008
2008
Wang C; Patterson PG; Harris JA, 2007, 'An Integrated Model of Intentions to Adopt Self-Service Technologies (SSTs): The Moderating Effects of Personality Traits', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007
2007
Surachartkumtonkun J; Patterson PG, 2007, 'The Role of Social Capital and On-Line Communities in Enhancing Consumers` Consumption Value', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007
2007
Patterson PG; Cicic M; Kurtovic E, 2007, 'The Market Orientation Model: Some Evidence from a Transitional Economy', in 3rd Meeting of the IMP Group in Asia, 3rd Meeting of the IMP Group in Asia, Phuket, Thailand, presented at 3rd Meeting of the IMP Group in Asia, Phuket, Thailand, 09 December 2007 - 13 December 2007
2007
Patterson PG; Kirchmajer L, 2007, 'The development and testing of an interpersonal communications effectiveness scale in a SME professional services provider-client relationship management context.', in 14th Annual International Conference on Advances in Management, 14th Annual International Conference on Advances in Management, Niagara Falls, Canada, presented at 14th Annual International Conference on Advances in Management, Niagara Falls, Canada, 18 July 2007 - 21 July 2007
2007
Yu Y; Patterson PG; De Ruyter K, 2007, 'Ambidexterity - The Simultaneous Pursuit of Service and Sales Goals', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007
2007
Patterson PG; Styles C; La VQ, 2006, 'Australian Knowledge-based Service Exports: An Analysis of Key Success Factors', in Susilowati S (ed.), Environment Challenges of Services Industry in Asia Pacific, Environment Challenges of Services Industry in Asia Pacific, Bukittinggi, West Sumatra, Indonesia, pp. 1 - 1, presented at Environment Challenges of Services Industry in Asia Pacific, Bukittinggi, West Sumatra, Indonesia, 02 August 2006 - 05 August 2006
2006
Patterson PG; Green RT; Komgsompong K, 2006, 'Social Influence in the Buying Decision: A Four-Country Study of Inter- and Intra-national Differences.', in Chan TS; Cui G; Hau A (eds.), 2006 AIB Southeast Asia Regional Conference: Global Vision and Local Competence, AIB Southeast Asia Regional Conference: Global Vision and Local Competence 2006, Bangkok, Thailand, pp. 1 - 2, presented at AIB Southeast Asia Regional Conference: Global Vision and Local Competence 2006, Bangkok, Thailand, 07 December 2006 - 09 December 2006
2006
Patterson PG; Prasongsukarn K, 2006, 'An Extended Service Recovery Model: The Moderating Impact of Temporal Sequence of Events.', in Chan TS; Cui G; Hau A (eds.), 2006 AIB Southeast Asia Regional Conference: Global Vision and Local Competence, AIB Southeast Asia Regional Conference: Global Vision and Local Competence 2006, Bangkok, Thailand, pp. 1 - 2, presented at AIB Southeast Asia Regional Conference: Global Vision and Local Competence 2006, Bangkok, Thailand, 07 December 2006 - 09 December 2006
2006
Patterson PG; Daryanto A; De Ruyter K; Wetzels M, 2006, 'Exercise Behavior in Loyalty Program: The Influence of Regulatory Focus', in Fitzsimmons GJ; Morwitz VG (ed.), Association for Consumer Research North American Conference, Orlando, Florida, USA, pp. 346 - 347, presented at Association for Consumer Research North American Conference 2006, Orlando, Florida, USA, 29 September 2006
2006
Patterson PG; Yu Y; De Ruyter K, 2006, 'Understanding Customer Engagement in Services', in ANZMAC 2006 Conference, ANZMAC 2006 Conference, Brisbane, Qld, presented at ANZMAC 2006 Conference, Brisbane, Qld, 04 December 2006 - 06 December 2006
2006
Patterson PG; Spreng RA; Page T; Millwe J, 2005, 'Performance-Importance Grids Versus SERVQUAL', in Bitner MJ; Brown SW; Rust R (eds.), 14th Annual Frontiers in Services Conference, 14th Annual Frontiers in Services Conference, Temper, Arizona, USA, pp. 92 - 92, presented at 14th Annual Frontiers in Services Conference, Temper, Arizona, USA, 06 October 2005 - 09 October 2005
2005
Patterson PG; Kongsompong K; Green R, 2005, 'Collectivism and Social Influence in the Buying Decision: A Four-Country Study of Inter- and Intro-naitonal Differences', in Workman Jnr JP; Perreault Jnr WD (ed.), Proceedings of AMA Winter Educators Conferences, San Antonio, Texas, pp. 142 - 149, presented at AMA Winter Educators` Conference 2005, San Antonio, Texas, 11 February 2005 - 14 February 2005, http://dx.doi.org/10.1016/j.ausmj.2009.05.013
2005
Patterson PG; Kirchmajer L, 2005, 'An Examination of Professional Services Quality as Mediator Between Interpersonal Communication and Repurchase Intention', in ANZMAC 2005 Conference, ANZMAC 2005 Conference, Fremantle, WA, presented at ANZMAC 2005 Conference, Fremantle, WA, 05 December 2005 - 07 December 2005
2005
Patterson PG; La VQ; Styles C, 2005, 'An Examination of Client Perceived Value in a B2B International Services Context', in IMP Asia 2005, IMP Asia 2005, Phuket, Thailand, presented at IMP Asia 2005, Phuket, Thailand, 11 December 2005 - 14 December 2005
2005
Patterson PG; Matilla A, 2005, 'A Cross-Cultural Examination of In-Group Bias in Influencing Service Encounter Evaluations', in Bitner MJ; Brown SW; Rust R (eds.), 14th Annual Frontiers in Services Conference, 14th Annual Frontiers in Services Conference, Temper, Arizona, USA, pp. 81 - 81, presented at 14th Annual Frontiers in Services Conference, Temper, Arizona, USA, 06 October 2005 - 09 October 2005
2005
Patterson PG; McColl-Kennedy J; Smith A, 2005, 'Customer Rage Spectrum Emotions, Expressions and Behaviours in Service Failure Encounters: Customer and Employee Perspectives', in Bitner MJ; Brown SW; Rust R (eds.), 14th Annual Frontiers in Services Conference, 14th Annual Frontiers in Services Conference, Temper, Arizona, USA, pp. 51 - 51, presented at 14th Annual Frontiers in Services Conference, Temper, Arizona, USA, 06 October 2005 - 09 October 2005
2005
La VQ; Patterson PG; Styles C, 2005, 'Choice criteria in the selection of an international professional service firm.', in ANZMAC 2005 Conference, ANZMAC 2005 Conference, Fremantle, WA, presented at ANZMAC 2005 Conference, Fremantle, WA, 05 December 2005 - 07 December 2005
2005
Patterson PG, 2004, 'Modelling Service Firms` Export Behaviour.', in 2004 AIB Southeast Asia Regional Conference, AIB Southeast Asia Regional Conference 2004, Macau, presented at AIB Southeast Asia Regional Conference 2004, Macau, 05 August 2004 - 07 August 2004
2004
Razzaque MA; Patterson PG; Macdonald EK, 2004, 'The Moderating Impact of Individualism-Collectivism on Non-Marketing Influences on Consumer Choice for Services.', in ANZMAC 2005 Conference, Australian and New Zealand Marketing Academy Conference 2004, Wellington, New Zealand, presented at Australian and New Zealand Marketing Academy Conference 2004, Wellington, New Zealand, 29 November 2004 - 01 December 2004
2004
La VQ; Patterson PG; Styles CW, 2004, 'The Impact of Country of Origin on Client Perceived Performance in International Professional B2B Services', in ANZMAC 2005 Conference, Australian and New Zealand Marketing Academy Conference 2004, Wellington, New Zealand, presented at Australian and New Zealand Marketing Academy Conference 2004, Wellington, New Zealand, 29 November 2004 - 01 December 2004
2004
Patterson PG; Kirchmajer L, 2004, 'The Pivotal Role of Communication in the Development of Client Trust and Intimacy in a Professional Services Context.', in EMAC: European Marketing Academy Conference (2004), EMAC: European Marketing Academy Conference (2004), Murcia, Spain, presented at EMAC: European Marketing Academy Conference (2004), Murcia, Spain, 18 May 2004 - 21 May 2004
2004
La VQ; Patterson PG; Styles CW, 2003, 'A conceptual model of client perceived value in an international professional service context', in ANZMAC 2003 Conference, ANZMAC 2003 Conference, Adelaide, Sth Aust, presented at ANZMAC 2003 Conference, Adelaide, Sth Aust, 01 December 2003 - 03 December 2003
2003
Patterson PG; Kirchmajer L, 2003, 'The role of interpersonal communication in the development of client trust and closeness in a SME professional services context.', in Small Enterprise Association of Australia and New Zealand 16th Conference, Small Enterprise Association of Australia and New Zealand 16th Conference, Ballarat, Victoria, presented at Small Enterprise Association of Australia and New Zealand 16th Conference, Ballarat, Victoria, 28 September 2003 - 01 October 2003
2003
Patterson PG; Pauwels P; De Ruyter K; Wetzels M, 2003, 'A decision making perspective on the propensity to continue service internationalisation.', in EMAC: European Marketing Academy Conference (2003), EMAC: European Marketing Academy Conference (2003), Glasgow, Scotland, presented at EMAC: European Marketing Academy Conference (2003), Glasgow, Scotland, 20 May 2003 - 23 May 2003
2003
Patterson PG; Matilla A, 2003, 'A study of consumers` perceptions of service recovery efforts across east-west cultures.', in World Marketing Congress 2003, World Marketing Congress 2003, Perth, WA, presented at World Marketing Congress 2003, Perth, WA, 11 June 2003 - 14 June 2003
2003
Patterson PG; Cowley EJ; Prasongsukarn K, 2003, 'The impact of cultural orientation on post recovery satisfaction.', in ANZMAC 2003 Conference, ANZMAC 2003 Conference, Adelaide, Sth Aust, presented at ANZMAC 2003 Conference, Adelaide, Sth Aust, 01 December 2003 - 03 December 2003
2003
Patterson PG; Green R; Kongsompong K, 2003, 'Locus of control and social influence in the buying decision: A four-nation study.', in ANZMAC 2003 Conference, ANZMAC 2003 Conference, Adelaide, Sth Aust, presented at ANZMAC 2003 Conference, Adelaide, Sth Aust, 01 December 2003 - 03 December 2003
2003
Patterson PG; Matilla A, 2003, 'A cross-cultural examination of customer`s service recovery and fairness perceptions.', in Rust R (ed.), Frontiers in Services, Frontiers in Services, Washington DC, USA, pp. 73 - 73, presented at Frontiers in Services, Washington DC, USA, 23 October 2003 - 26 October 2003
2003
Patterson PG; Edwardson MP, 2003, 'Antecedent causes and coping responses as predictors of consumer emotional labour: Customers are hard at work too.', in ANZMAC 2003 Conference, ANZMAC 2003 Conference, Adelaide, Sth Aust, presented at ANZMAC 2003 Conference, Adelaide, Sth Aust, 01 December 2003 - 03 December 2003
2003
Razzaque MA; Patterson PG; Chong SL, 2003, 'Customer citizenship behaviour in service organizations: A social exchange model.', in ANZMAC 2003 Conference, ANZMAC 2003 Conference, Adelaide, Sth Aust, presented at ANZMAC 2003 Conference, Adelaide, Sth Aust, 01 December 2003 - 03 December 2003
2003
La VQ; Styles CW; Patterson PG; Prasongsukarn K, 2002, 'The Pivotal Role of Personnel in the Export Performance of Professional Services', in ANZMAC 2002 Conference, ANZMAC 2002 Conference, Melbourne, presented at ANZMAC 2002 Conference, Melbourne, 02 December 2002 - 04 December 2002
2002
Phan M; Styles CW; Patterson PG, 2001, 'Relational Competence and Relationship Quality in International Business Partnerships: Do Personality Traits Matter?', in Academy of International Business: 2001 Annual Meeting, Academy of International Business 2001, Sydney, pp. 58 - 58, presented at Academy of International Business 2001, Sydney, 16 November 2001 - 19 November 2001
2001
Patterson PG; Styles CW; La VQ, 2001, 'Determinants of Export Performance Across Service Types: A Conceptual Model', in ANZMAC 2001 Conference: Bridging Marketing Theory and Practice, ANZMAC 2001 Conference: Bridging Marketing Theory and Practice, Auckland, New Zealand, presented at ANZMAC 2001 Conference: Bridging Marketing Theory and Practice, Auckland, New Zealand, 01 December 2001 - 05 December 2001
2001
Patterson PG; Prasongsukarn K, 2001, 'The Association between Consumer Demographic Characteristics and Service Loyalty', in ANZMAC 2001 Conference: Bridging Marketing Theory and Practice, ANZMAC 2001 Conference: Bridging Marketing Theory and Practice, Auckland, New Zealand, presented at ANZMAC 2001 Conference: Bridging Marketing Theory and Practice, Auckland, New Zealand, 01 December 2001 - 05 December 2001
2001
Patterson PG; Caldow D, 2001, 'A cross cultural study of consumers` perceptions of loyalty toward services', in Elliot G; Barnes J (ed.), 2001 ServSig Services Research Conference, ServSig Services Research Conference 2001, Sydney, pp. 143 - 143, presented at ServSig Services Research Conference 2001, Sydney, 26 May 2001 - 28 May 2001
2001
Phan MC; Styles CW; Patterson PG, 2000, 'A dyadic model of relational competence in international business partnerships', in Marketing in a Global Economy, Marketing in a Global Economy, Buenos Aires, Argentina, presented at Marketing in a Global Economy, Buenos Aires, Argentina, 28 June 2000 - 01 July 2000
2000
Phan MC; Styles CW; Patterson PG, 2000, 'A dyadic model of relational behaviour and organisational performance in Australian-Malaysian business partnerships', in 2000 Annual Conference of the Academy of International Business Southeast Asian Region, Annual Conference of the Academy of International Business Southeast Asian Region 2000, Hong Kong, presented at Annual Conference of the Academy of International Business Southeast Asian Region 2000, Hong Kong, 23 July 2000 - 26 July 2000
2000
Uncles MD; Patterson PG; Caldow D, 2000, 'The impact of friendships between consumers and service-providers on loyalty to the service firm', in Visionary marketing for the 21st Century: Facing the challenge, Visionary marketing for the 21st Century: Facing the challenge, Gold Coast, Qld, presented at Visionary marketing for the 21st Century: Facing the challenge, Gold Coast, Qld, 28 November 2000 - 01 December 2000
2000
Patterson PG, 2000, 'An examination of the explanatory power of loyalty proneness, motivation and personal similarity scales in the Thai service marketing context', in Visionary marketing for the 21st Century: Facing the challenge, Visionary marketing for the 21st Century: Facing the challenge, Gold Coast, Qld, presented at Visionary marketing for the 21st Century: Facing the challenge, Gold Coast, Qld, 28 November 2000 - 01 December 2000
2000
Patterson PG; Mandhachitara R; Smith T, 2000, 'Switching costs as a moderator of customer satisfaction: An example in Thailand`s service industry', in Visionary marketing for the 21st Century: Facing the challenge, Visionary marketing for the 21st Century: Facing the challenge, Gold Coast, Qld, presented at Visionary marketing for the 21st Century: Facing the challenge, Gold Coast, Qld, 28 November 2000 - 01 December 2000
2000
Patterson PG; Shaw V; Shaw C, 1999, 'The relationship between marketing and manufacturing: A study of BHP steel in Australia and New Zealand', in ANZMAC 1999 Conference, ANZMAC 1999 Conference, University of New South Wales, presented at ANZMAC 1999 Conference, University of New South Wales, 28 November 1999 - 01 December 1999
1999
Patterson PG, 1999, 'Relational benefits and relationship commitment: An analysis of service types', in 28th EMAC Conference: Marketing and Competition in the Information Age, 28th EMAC Conference: Marketing and Competition in the Information Age, Berlin, Germany, presented at 28th EMAC Conference: Marketing and Competition in the Information Age, Berlin, Germany, 11 May 1999 - 14 May 1999
1999
Patterson PG; Manchachitara R; Smith T, 1999, 'Impact of culture on the strength of relationships with service providers in Thailand', in ANZMAC 1999 Conference, ANZMAC 1999 Conference, University of New South Wales, presented at ANZMAC 1999 Conference, University of New South Wales, 28 November 1999 - 01 December 1999
1999
Phan MC; Patterson PG; Styles CW, 1999, 'An Empirical examination of the trust development process linking firm and personal characteristics in an international setting', in 28th EMAC Conference: Marketing and Competition in the Information Age, 28th EMAC Conference: Marketing and Competition in the Information Age, Berlin, Germany, presented at 28th EMAC Conference: Marketing and Competition in the Information Age, Berlin, Germany, 11 May 1999 - 14 May 1999
1999
Phan MC; Patterson PG; Styles CW, 1999, 'Can assertive managers instil higher trust in their business partners?', in ANZMAC 1999 Conference, ANZMAC 1999 Conference, University of New South Wales, presented at ANZMAC 1999 Conference, University of New South Wales, 28 November 1999 - 01 December 1999
1999
Patterson PG; De Ruyter K; Cicic M; Wetzels M, 1998, 'Explaining service firms propensity to continue exporting: A cross-country analysis', in 27th EMAC Conference - Marketing Research and Practice, 27th EMAC Conference - Marketing Research and Practice, Stockholm, Sweden, presented at 27th EMAC Conference - Marketing Research and Practice, Stockholm, Sweden, 20 May 1998 - 23 May 1998
1998
Ahmed FU; Patterson PG; Styles CW, 1998, 'Trust and commitment in international buyer-seller relationships: A dyadic study in Australia and Thailand', in 27th EMAC Conference - Marketing Research and Practice, 27th EMAC Conference - Marketing Research and Practice, Stockholm, Sweden, presented at 27th EMAC Conference - Marketing Research and Practice, Stockholm, Sweden, 20 May 1998 - 23 May 1998
1998
Styles CW; Patterson PG; Ahmed FU, 1998, 'International business partnerships: a research programme in Australasia', in Gray S; Nicholas S (ed.), ANZIIBA Conference: Australia - New Zealand International Business Academy Inaugural Conference, ANZIIBA Conference: Australia - New Zealand International Business Academy Inaugural Conference, University of Melbourne, pp. 413 - 421, presented at ANZIIBA Conference: Australia - New Zealand International Business Academy Inaugural Conference, University of Melbourne, 13 November 1998 - 14 November 1998
1998
Patterson PG; Styles CW; Ahmed FU, 1998, 'The determinants of successful relationships in international business', in Brodie R; Brookes R; Colgate M; Collins B; Martin A (eds.), 6th International Colloquium in Relationship Marketing, 6th International Colloquium in Relationship Marketing, Auckland, New Zealand, pp. 23 - 55, presented at 6th International Colloquium in Relationship Marketing, Auckland, New Zealand, 07 December 1998 - 08 December 1998
1998
Patterson PG, 1998, 'Customer perceptions of relationship benefits across service types', in Gray BJ; Deans KR (ed.), ANZMAC 1998 Conference, ANZMAC 1998 Conference, Dunedin, New Zealand, pp. 1802 - 1810, presented at ANZMAC 1998 Conference, Dunedin, New Zealand, 30 November 1998 - 02 December 1998
1998
Patterson PG; Kirchmajer L, 1998, 'Interpersonal communication, social bonding and relationship commitment in small professional service enterprises: A client perspective', in Gray BJ; Deans KR (ed.), ANZMAC 1998 Conference, ANZMAC 1998 Conference, Dunedin, New Zealand, pp. 1170 - 1177, presented at ANZMAC 1998 Conference, Dunedin, New Zealand, 30 November 1998 - 02 December 1998
1998
Patterson PG; Johnson LW; Godwin B, 1997, 'The effects of cognition and coping on consumer complaint behaviour', in Reed PW; Luxton SL; Shaw MR (eds.), Australia New Zealand Marketing Educators` Conference, Australia New Zealand Marketing Educators` Conference, Melbourne, pp. 875 - 876, presented at Australia New Zealand Marketing Educators` Conference, Melbourne, 01 December 1997 - 03 December 1997
1997
Patterson PG; Laurent G; Dawes PL; Cucic M, 1997, 'A contingency model of relationship commitment for professional consumer services', in Arnott D; Bridgewater S; Dibb S; Doyle P; Freeman J; Melewar T; Shaw V; Simkin L; Stern P (eds.), 26th Annual Conference of the European Marketing Academy, 26th Annual Conference of the European Marketing Academy, Warwick, UK, pp. 2006 - 2037, presented at 26th Annual Conference of the European Marketing Academy, Warwick, UK, 20 May 1997 - 23 May 1997
1997
Patterson PG; Sharma N, 1997, 'Linking technical and relational quality, and satisfaction: the moderating impact of experience with a high involvement service', in Reed PW; Luxton SL; Shaw MR (eds.), Australia New Zealand Marketing Educators` Conference, Australia New Zealand Marketing Educators` Conference, Melbourne, pp. 1184 - 1197, presented at Australia New Zealand Marketing Educators` Conference, Melbourne, 01 December 1997 - 03 December 1997
1997
Patterson PG; Ahmed FU; Styles CW, 1997, 'Relationship commitment in international business partnerships: Antecedents and outcomes', in Reed PW; Luxton SL; Shaw MR (eds.), Australia New Zealand Marketing Educators` Conference, Australia New Zealand Marketing Educators` Conference, Melbourne, pp. 624 - 638, presented at Australia New Zealand Marketing Educators` Conference, Melbourne, 01 December 1997 - 03 December 1997
1997
Kyriazis E; Patterson PG, 1996, 'Factors affecting the use of marketing information in the new product development process', in Australian and New Zealand Combinded Marketing Educators Conference, Australian and New Zealand Combinded Marketing Educators Conference, Auckland, New Zealand, presented at Australian and New Zealand Combinded Marketing Educators Conference, Auckland, New Zealand, 25 November 1996 - 27 November 1996
1996
Kirchmajer L; Patterson PG, 1996, 'A contingency model of relationship commitment for small service enterprises', in Australian and New Zealand Combinded Marketing Educators Conference, Australian and New Zealand Combinded Marketing Educators Conference, Auckland, New Zealand, presented at Australian and New Zealand Combinded Marketing Educators Conference, Auckland, New Zealand, 25 November 1996 - 27 November 1996
1996
Conference Abstracts
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Patterson P; Mathies C, 2018, 'Humour in service recovery - no laughing matter', in ANZMAC 2018 Conference Proceedings, ANZMAC, Adelaide, presented at ANZMAC, Adelaide, 03 December 2018 - 05 December 2018
2018
Patterson P; Mathies C; Chiew TM, 2017, 'Humour as an emotion regulation strategy for frontline service employees', in Proceedings of the 2017 Frontiers in Services Conference, Frontiers in Services, New York, presented at Frontiers in Services, New York, 22 June 2017 - 25 June 2017
2017
Chiew TM; Mathies C; Patterson , 2016, 'The Effect of Humour Usage on Customer’s Experiences', in Frontiers in Services 2016, Frontiers in Services Conference, Bergen, Norway, Vol. 44, pp. 109 - 127, presented at Frontiers in Services Conference, Bergen, Norway, 23 June 2016 - 26 November 2016, http://dx.doi.org/10.1177/0312896218775799
2016
Patterson P; Lee J; Ngo L; de Ruyter K, 2016, 'Achieving superior service productivity and customer satisfaction', in The 25th Frontiers in Service, The 25th Frontiers in Service, Bergen, Norway, presented at The 25th Frontiers in Service, Bergen, Norway, 23 June 2016 - 26 June 2016, https://drive.google.com/drive/folders/0B2svXzEq7klfUGhXeUJWQWQwUFU
2016
Patterson PG; Yu Y; de Ruyter K, 2009, 'Achieving ambidexterity in retail banking: The role of branch context', in Achieving ambidexterity in retail banking: The role of branch context, International Conference on Service Science and Innovation - China, Taipei, presented at International Conference on Service Science and Innovation - China, Taipei
2009
Books
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Patterson PG; Lovelock CH; Wirtz J, 2015, Services Marketing: An Asia-Pacific and Australian Perspective, 6th, Pearson Australia
2015
Lovelock C; Patterson PG; Walker RH, 2007, Services Marketing 4. An Asia-Pacific and Australian perspective., 4, Pearson Education, Sydney, Australia
2007
Patterson PG; Lovelock C; Walker RH, 2004, Services marketing: A South East Asian & Australian Perspective, 3, Pearson Education, Sydney
2004
Lovelock C; Patterson PG; Walker RH, 2001, Services Marketing (2nd Ed), Original, Pearson Education, Sydney, Australia
2001
Phan MC; Styles CW; Patterson PG, 2000, Working Paper 00/5: The role of relational competence in successful international business partnerships: A Southeast Asian in perspective, Original, School of Marketing, UNSW, Sydney, New South Wales
2000
Patterson PG; Lovelock C; Walker RA, 1998, Services Marketing, Original, Prentice Hall Australia P/L, Sydney
1998
Book Chapters
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de Ruyter K; Patterson PG; Yu T, 2014, 'Are you (appropriately) experienced? Service-sales ambidexterity.', in Rust R; Huang MH (ed.), Handbook of Service Marketing Research, edn. Elgar Original Reference, Edward Elgar Publishing, pp. 270 - 292, http://dx.doi.org/10.4337/9780857938855
2014
Mathies C, 2014, 'Understanding cost and developing pricing strategies', in Lovelock CH; Patterson PG; Wirtz J (ed.), Services Marketing: An Asia-Pacific and Australian Perspective, edn. 6, Pearson Education, Frenchs Forest, pp. 159 - 190
2014
Mathies C, 2014, 'Balancing productive capacity and demand', in Lovelock CH; Patterson PG; Wirtz J (ed.), Services Marketing: An Asia-Pacific and Australian Perspective, edn. 6, Pearson Education, Frenchs Forest, pp. 191 - 217
2014
Mathies C, 2011, 'Balancing productive capacity and demand', in Lovelock CH; Patterson PG; Wirtz J (ed.), Services Marketing: An Asia-Pacific and Australian Perspective, edn. 5, Pearson Education, Frenchs Forest, pp. 197 - 227
2011
Mathies C, 2011, 'Understanding cost and developing pricing strategies', in Lovelock CH; Patterson PG; Wirtz J (ed.), Services Marketing: An Asia-Pacific and Australian Perspective, edn. 5, Pearson Education, Frenchs Forest, pp. 164 - 196
2011
Patterson PG; Djuwadi HI, 2007, 'Case 12: Telkomsel: to mend the `leaky bucket`.', in Services Marketing 4. An Asia-Pacific and Australian perspective., edn. 4, Pearson Education, Sydney, Australia, pp. 571 - 585
2007
Patterson PG, 2007, 'Case 5: The Cape House, Bangkok.', in Services Marketing 4. An Asia-Pacific and Australian perspective., edn. 4, Pearson Education, Sydney, Australia, pp. 515 - 518
2007
Patterson PG; Kueh K, 2007, 'Case 9: Air Asia', in Services Marketing 4. An Asia-Pacific and Australian perspective., edn. 4, Pearson Education, Sydney, Australia, pp. 554 - 558
2007
Patterson PG; Sujarittanonta L, 2005, 'Longstay in Thailand, The Land of Smiles', in Wirtz J; Lovelock C (ed.), Services Marketing in Asia. A Case Book., edn. 1, Pearson Education, Singapore, pp. 80 - 92
2005
Patterson PG, 2004, 'Case 3 - Qantas Airlines: A Customer`s Perceptions of Service Recovery Efforts.', in Lovelock CH; Patterson PG; Walker H (ed.), Services marketing: A South East Asian & Australian Perspective, edn. 3, Pearson Education, Sydney, pp. 494 - 495
2004
Patterson PG; Sujarittanonta L, 2004, 'Case 11 - Longstay in Thailand, the Land of Smiles.', in Lovelock CH; Patterson PG; Walker RH (ed.), Services marketing: A South East Asian & Australian Perspective, edn. 3, Pearson Education, Sydney, pp. 545 - 555
2004
Patterson PG, 2004, 'Case 4 - Bringing a Client focus to Austrade, Bangkok: A Change Management Case Study.', in Lovelock CH; Patterson PG; Walker RH (ed.), Services marketing: A South East Asian & Australian Perspective, edn. 3, Pearson Education, Sydney, pp. 496 - 505
2004
Patterson PG; Mandhachitara R; Smith T, 2002, 'Switching Costs as a Moderator of Service Satisfaction in Thailand', in Tang E; Chan R; Tai S (ed.), Asian Dimensions of Services Marketing, edn. 1, International Business Press, Binghampton NY, pp. 1 - 22, http://dx.doi.org/10.1300/J046v14n01_03
2002
Phan MC; Styles CW; Patterson PG; Ahmed FU, 2000, 'To stay or not to stay: An Indonesian dilemma', in Fallstudien zum Internationalen Management, edn. Original, Gabler Verlag, Germany, pp. 287 - 297
2000
Patterson PG, 1998, 'Choice criteria in final selection of a management consultancy service', in Services Marketing, edn. Original, Prentice Hall Australia P/L, Sydney, pp. 514 - 518
1998
Patterson PG, 1998, 'Case 1 - Customer satisfaction with an international airline', in Services Marketing, edn. Original, Prentice Hall Australia P/L, Sydney, pp. 202 - 204
1998
Conference Presentations
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Akkawanitcha C; Patterson PG, 2011, 'Antecedent and outcomes of emotional labor: The moderating role of coworker support and customer verbal aggression', presented at The 4th International Business Management Research Conference, Chiang Mai, Thailand, 18 November 2011
2011
Mccoll-kennedy J; Patterson PG; Surachartkumtonkum J, 2010, 'Customer Rage Cognitive Appraisal Across Service Failures: Cultural Comparisons', presented at 19th Annual Frontiers in Service Conference, Karlstad, Sweden, 10 June 2010 - 13 June 2010
2010
Patterson PG; McColl-Kennedy J, 2007, 'Understanding the Triggers of Customer Rage Across East-West Cultures', presented at The Oxford Institute of Retail Management conference,, Bangkok, Thailand,, 04 September 2007 - 06 September 2007
2007
Theses / Dissertations
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La VQ; Patterson PG; Styles C, 2005, An empirical investigation of client perceived value for professional B2B services in an international context
2005
Prasongsukarn K; Patterson PG; Cowley EJ, 2005, The Impact of Cultural Value Orientation on Customer Perceptions of Post-Recovery Service Satisfaction in an Eastern Context.
2005

Customer service, customer satisfaction, complaints, emotional labour, service standards, marketing in service firms, consumer psychology, consumer emotions, self-service technology.