By Emeritus Professor Paul G Patterson

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

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, 19, pp. 126 - 158, http://www.tandfonline.com/doi/abs/10.1080/10864415.2015.979484

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, OnlineFirst Version, http://dx.doi.org/10.1177/0266242614524259

Patterson P; Yu Y; Kimpakorn N, 2014, 'Killing two birds with one stone: Cross-selling during service delivery', Journal of Business Research, 67, pp. 1944 - 1952, http://dx.doi.org/10.1016/j.jbusres.2013.11.013

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, 16, pp. 400 - 414, http://dx.doi.org/10.1177/1094670512473200

Yu T; Patterson PG; de Ruyter K, 2013, 'Achieving Servcie-Sales Ambidexterity', Journal of Service Research, 16, pp. 52 - 66, http://dx.doi.org/10.1177/1094670512453878

Patterson PG; Prasongsukarn K, 2012, 'An extended service recovery model: The moderating impact of temporal sequence of events', Journal of Services Marketing, 26, pp. 510 - 520, http://dx.doi.org/10.1108/08876041211266477

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, 23, pp. 54 - 78, http://dx.doi.org/10.1108/09564231211208970

Surachartkumtonkun J; Patterson PG; McColl-Kennedy J, 2012, 'Customer rage back-story: Linking needs-based cognitive appraisal to service failure type', Journal of Retailing, 89, pp. 72 - 87, http://dx.doi.org/10.1016/j.jretai.2012.06.001

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, 25, pp. 101 - 113, http://dx.doi.org/10.1108/08876041111119822

Patterson PG; McColl-Kennedy JR; Smith AK; Lu Z, 2010, 'Quand la rage s'empare de votre client', L'Expansion Management Review, N° 139, pp. 70 - 88, http://dx.doi.org/10.3917/emr.139.0070

Patterson PG; Pimpakorn N, 2010, 'Customer-oriented behaviour of front-line service employees: The need to be both willing and able.', Australasian Marketing Journal, 18, pp. 57 - 65

Patterson PG; Scott JM; Uncles MD, 2010, 'How the local competition defeated a global brand: The case of Starbucks', Australasian Marketing Journal, 18, pp. 41 - 47

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, 38, pp. 604 - 616, http://dx.doi.org/10.1007/s11747-009-0165-x

Patterson PG; Itthioipassagul P; Piyathasanan B, 2009, 'An Emerging South East Asian Brand - MK Restaurants.', Australasian Marketing Journal, 17, pp. 175 - 181

La VQ; Patterson PG; Styles C, 2009, 'Client-perceived performance and value in professional B2B services: An international perspective.', Journal of International Business Studies, 40, pp. 274 - 300

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, 17, pp. 142 - 149, http://dx.doi.org/10.1016/j.ausmj.2009.05.013

Patterson PG; McColl-Kennedy J; Smith A; Brady MK, 2009, 'Customer Rage Episodes: Emotions, Expressions and Behaviors', Journal of Retailing, 85, pp. 222 - 237

Patterson PG; McColl-Kennedy J; Smith A; Lu Z, 2009, 'Customer Rage: Triggers, Tipping Points, and Take-Outs', Harvard Business Review

Patterson PG; Lanjananda P, 2009, 'Determinants of Customer-Oriented Behavior in a Health Care Context', Journal of Service Management, 20, pp. 5 - 32

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, 20, pp. 11 - 36, http://dx.doi.org/10.1108/S1474-7979(2009)0000020004

Patterson PG; Styles C; Ahmed F, 2008, 'A relational model of export performance', Journal of International Business Studies, 39, pp. 880 - 900

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, 19, pp. 662 - 681, http://dx.doi.org/10.1108/09564230810903514

Patterson PG; McColl-Kennedy J; Lu Z, 2008, 'Research on Customer Rage in Failed Service Encounters', Journal of Harbin Institute of Technology, 15, pp. 222 - 226, https://www.researchgate.net/publication/290304419_Research_on_customer_rage_in_failed_service_encounters

Patterson PG, 2007, 'Demographic correlates of loyalty in a service context', Journal of Services Marketing, 21, pp. 112 - 121

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