By Emeritus Professor Paul G Patterson

Books

Patterson PG; Lovelock CH; Wirtz J, 2015, Services Marketing: An Asia-Pacific and Australian Perspective, Pearson Australia

Lovelock C; Patterson PG; Walker RH, 2007, Services Marketing 4. An Asia-Pacific and Australian perspective., Pearson Education, Sydney, Australia

Patterson PG; Lovelock C; Walker RH, 2004, Services marketing: A South East Asian & Australian Perspective, Pearson Education, Sydney

Lovelock C; Patterson PG; Walker RH, 2001, Services Marketing (2nd Ed), Pearson Education, Sydney, Australia

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, School of Marketing, UNSW, Sydney, New South Wales

Patterson PG; Lovelock C; Walker RA, 1998, Services Marketing, Prentice Hall Australia P/L, Sydney

Book Chapters

Paluch S; Gruber T; Kunz W; Wirtz J; Lu VN; Patterson P; Martins A, 2020, 'Special Session: Rise of the Service Robots: Exploring Consumer Acceptance: An Abstract', in Marketing Opportunities and Challenges in a Changing Global Marketplace, Springer International Publishing, pp. 57 - 58, http://dx.doi.org/10.1007/978-3-030-39165-2_24

Cicic M; Tsai J-J; Patterson PG, 2015, 'Country of Origin Effect for Taiwanese-Made Personal Computer Products in Australia', in Developments in Marketing Science: Proceedings of the Academy of Marketing Science, Springer International Publishing, pp. 413 - 416, http://dx.doi.org/10.1007/978-3-319-17323-8_91

Mathies C, 2014, 'Balancing productive capacity and demand', in Lovelock CH; Patterson PG; Wirtz J (ed.), Services Marketing: An Asia-Pacific and Australian Perspective, Pearson Education, Frenchs Forest, pp. 191 - 217

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, Pearson Education, Frenchs Forest, pp. 159 - 190

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, Edward Elgar Publishing, pp. 270 - 292, http://dx.doi.org/10.4337/9780857938855

Mathies C, 2011, 'Balancing productive capacity and demand', in Lovelock CH; Patterson PG; Wirtz J (ed.), Services Marketing: An Asia-Pacific and Australian Perspective, Pearson Education, Frenchs Forest, pp. 197 - 227

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, Pearson Education, Frenchs Forest, pp. 164 - 196

Patterson PG; Djuwadi HI, 2007, 'Case 12: Telkomsel: to mend the `leaky bucket`.', in Services Marketing 4. An Asia-Pacific and Australian perspective., Pearson Education, Sydney, Australia, pp. 571 - 585

Patterson PG, 2007, 'Case 5: The Cape House, Bangkok.', in Services Marketing 4. An Asia-Pacific and Australian perspective., Pearson Education, Sydney, Australia, pp. 515 - 518

Patterson PG; Kueh K, 2007, 'Case 9: Air Asia', in Services Marketing 4. An Asia-Pacific and Australian perspective., Pearson Education, Sydney, Australia, pp. 554 - 558

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., Pearson Education, Singapore, pp. 80 - 92

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, Pearson Education, Sydney, pp. 545 - 555

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, Pearson Education, Sydney, pp. 494 - 495

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, Pearson Education, Sydney, pp. 496 - 505

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, International Business Press, Binghampton NY, pp. 1 - 22

Phan MC; Styles CW; Patterson PG; Ahmed FU, 2000, 'To stay or not to stay: An Indonesian dilemma', in Fallstudien zum Internationalen Management, Gabler Verlag, Germany, pp. 287 - 297

Patterson PG, 1998, 'Case 1 - Customer satisfaction with an international airline', in Services Marketing, Prentice Hall Australia P/L, Sydney, pp. 202 - 204

Patterson PG, 1998, 'Choice criteria in final selection of a management consultancy service', in Services Marketing, Prentice Hall Australia P/L, Sydney, pp. 514 - 518

Journal articles

Ngo LV; Shinkle GA; Patterson PG, 2024, 'A collision of strategic orientations: Entrepreneurial orientation and customer relationship orientation in a collectivist cultural context', Australian Journal of Management, 49, pp. 272 - 289, http://dx.doi.org/10.1177/03128962221130943

Sarapaivanich N; Ekasingh E; Sampet J; Patterson P, 2024, 'SME clients evaluation of audit quality: the roles of auditors' communication effectiveness, rapport and social capital', Journal of Accounting in Emerging Economies, 14, pp. 373 - 395, http://dx.doi.org/10.1108/jaee-10-2022-0300

Sampet J; Sarapaivanich N; Ekasingh E; Patterson P, 2024, 'Client assessments of their audit experiences: the role of experience quality, similarity and client participation', Asian Review of Accounting, 32, pp. 166 - 186, http://dx.doi.org/10.1108/ara-11-2022-0269

Roongruangsee R; Patterson P, 2023, 'Engaging Robo-advisors in Financial Advisory Services: The Role of Psychological Comfort and Client Psychological Characteristics', Australasian Marketing Journal, http://dx.doi.org/10.1177/14413582231195990

Maulana AE; Patterson PG; Satria A; Pradipta IA, 2023, 'Alumni connectedness and its role in intention to contribute to higher education institutions', Journal of Marketing for Higher Education, http://dx.doi.org/10.1080/08841241.2023.2186560

Roongruangsee R; Patterson P; Ngo LV, 2022, 'Professionals’ interpersonal communications style: does it matter in building client psychological comfort?', Journal of Services Marketing, 36, pp. 379 - 397, http://dx.doi.org/10.1108/JSM-09-2020-0382

Amelia A; Mathies C; Patterson PG, 2022, 'Customer acceptance of frontline service robots in retail banking: A qualitative approach', Journal of Service Management, 33, pp. 321 - 341, http://dx.doi.org/10.1108/JOSM-10-2020-0374

Patterson PAUL; McColl-Kennedy J; Lee JJ; Brady M; Patterson P, 2020, 'Gaining Insights Into Why Professionals Continue or Abandon Pro Bono Service', European Journal of Marketing, 55, pp. 790 - 813, http://dx.doi.org/10.1108/EJM-05-2019-0438

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, 30, pp. 361 - 391, http://dx.doi.org/10.1108/JSTP-04-2019-0088

Sarapaivanich N; Sampet J; Patterson PG, 2019, 'The impact of communication style on psychological comfort and trust in audit services', Accounting Research Journal, 32, pp. 642 - 661, http://dx.doi.org/10.1108/ARJ-06-2017-0097

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, 27, pp. 177 - 195, http://dx.doi.org/10.1108/ARA-09-2017-0144

Chiew ; Mathies C; Patterson , 2019, 'The Effect of Humour Usage on Customer’s Service Experiences', Australian Journal of Management, 44, pp. 109 - 127, http://dx.doi.org/10.1177/0312896218775799

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, 29, pp. 907 - 931, http://dx.doi.org/10.1108/JOSM-04-2018-0119

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, 52, pp. 1457 - 1484, http://dx.doi.org/10.1108/EJM-08-2016-0487

Piyathasanan B; Mathies C; Patterson PG; de Ruyter K, 2018, 'Continued value creation in crowdsourcing from creative process engagement', Journal of Services Marketing, 32, pp. 19 - 33, http://dx.doi.org/10.1108/JSM-02-2017-0044

Akkawanitcha C; Patterson PG, 2017, 'A contingency model of “Face” loss in service encounters: an Eastern cultural context', Journal of Service Theory and Practice, 27, pp. 1122 - 1144, http://dx.doi.org/10.1108/JSTP-03-2016-0055

Wang C; Harris J; Patterson PG, 2017, 'Modeling the habit of self-service technology usage', Australian Journal of Management, pp. 031289621664086 - 031289621664086, http://dx.doi.org/10.1177/0312896216640862

Lee J; patterson P; Ngo L, 2017, 'In pursuit of service productivity and customer satisfaction: The role of resources', European Journal of Marketing, 51, pp. 1836 - 1855, http://dx.doi.org/10.1108/EJM-07-2016-0385

Mathies C; Patterson PG, 2017, 'Guest editorial', Journal of Service Theory and Practice, 27, pp. 518 - 519, http://dx.doi.org/10.1108/JSTP-02-2017-0032

Patterson P, 2016, 'Retrospective: tracking the impact of communications effectiveness on client satisfaction, trust and loyalty in professional services', Journal of Services Marketing, 30, pp. 485 - 489, http://dx.doi.org/10.1108/JSM-05-2016-0190

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, 19, pp. 243 - 259, http://dx.doi.org/10.1177/1094670516649057

Patterson PG; Sarapaivanich N, 2016, 'A contingency model of client repeat patronage in a financial auditing service context.', Accounting Research Journal, 29, pp. 106 - 130, http://dx.doi.org/10.1108/ARJ-04-2014-0039

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, 49, pp. 491 - 511, http://dx.doi.org/10.1108/ejm-10-2013-0549

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, 29, pp. 268 - 279, http://dx.doi.org/10.1108/JSM-12-2013-0328

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, 26, pp. 426 - 459, http://dx.doi.org/10.1108/JOSM-07-2014-0194

Surachartkumtonkun J; McColl-Kennedy JR; Patterson PG, 2015, 'Unpacking Customer Rage Elicitation: A Dynamic Model', Journal of Service Research, 18, pp. 177 - 192, http://dx.doi.org/10.1177/1094670514556275

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