By Emeritus Professor Paul G Patterson

Journal articles

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

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, 23, pp. 263 - 277, http://dx.doi.org/10.1016/j.ijresmar.2006.02.004

Uncles MD; Patterson PG, 2005, 'amj - Progress and Prospects', Australasian Marketing Journal, 13, pp. 5 - 7

La VQ; Patterson PG; Styles C, 2005, 'Determinants of export performance across service types: A conceptual model', Journal of Services Marketing, 19, pp. 379 - 391

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, 13, pp. 104 - 128

Patterson PG; Styles CW; Phan M, 2005, 'Relational competency`s role in Southeast Asia business partnerships', Journal of Business Research, 58, pp. 173 - 184

Patterson PG, 2004, 'A Contingency Model of Behavioural Intentions in a Services Context.', European Journal of Marketing, 38, pp. 1304 - 1315, http://dx.doi.org/10.1108/03090560410548997

Patterson PG, 2004, 'A Study of Perceptions Regarding Service Firms` Attitudes Towards Exporting', Australasian Marketing Journal, 12, pp. 19 - 38, http://dx.doi.org/10.1016/S1441-3582(04)70095-6

Patterson PG; Matilla A, 2004, 'Service recovery and fairness perceptions in collectivist and individualist contexts.', Journal of Service Research, May, pp. 336 - 346, http://dx.doi.org/10.1177/1094670503262947

Patterson PG; Matilla A, 2004, 'The Impact of Culture on Consuner`s Perceptions of Service Recovery Efforts.', Journal of Retailing, 80, pp. 196 - 206, http://dx.doi.org/10.1016/j.jretai.2004.08.001

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, 12, pp. 45 - 56, http://dx.doi.org/10.5172/ser.12.1.45

McColl-Kennedy JR; Patterson P, 2003, 'Editorial', Australasian Marketing Journal, 11, pp. 5 - 6, http://dx.doi.org/10.1016/S1441-3582(03)70123-2

Patterson PG; Smith T, 2003, 'A cross-cultural study of switching barriers & propensity to stay with service providers.', Journal of Retailing, 79, pp. 107 - 120

Patterson PG; Wirtz J; Kimes S; Theng JH, 2003, 'Revenue management: Resolving potential customer conflict.', Journal of Revenue and Pricing Management, 2, pp. 216 - 226, http://dx.doi.org/10.1057/palgrave.rpm.5170068

Patterson PG; Cicic M; Shoham A, 2002, 'Antecedents of International Performance: A Service Firm`s Perspective.', European Journal of Marketing, 36, pp. 1103 - 1118, http://dx.doi.org/10.1108/03090560210437352

Patterson PG; Smith T, 2001, 'Modeling relationship strength across service types in an Eastern culture', International Journal of Service Industry Management, 12, pp. 90 - 113, http://dx.doi.org/10.1108/09564230110387470

Uncles MD; Patterson PG, 2001, 'Editorial', Australasian Marketing Journal, 9, pp. 5 - 6, http://dx.doi.org/10.1016/S1441-3582(01)70162-0

Patterson PG; Smith T, 2001, 'Relationship benefits in service industries: a replication in a Southeast Asian context', Journal of Services Marketing, 15, pp. 425 - 443, http://dx.doi.org/10.1108/EUM0000000006098

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, 11, pp. 470 - 490, http://dx.doi.org/10.1108/09564230010360182

Patterson P, 2000, 'Bringing a client focus to international marketing: A change management case study', Journal of Management and Organization, 6, pp. 44 - 55, http://dx.doi.org/10.5172/jmo.2000.6.2.44

Patterson P, 2000, 'A contingency approach to modeling satisfaction with management consulting services', Journal of Service Research, pp. 138 - 153, http://dx.doi.org/10.1177/109467050032003

Patterson PG, 2000, 'Aboriginal heritage art and moral rights', Journal of the Australian and New Zealand Academy of Management, pp. 412 - 431

Patterson PG; Sharma N, 2000, 'Bringing a client focus to international marketing: A change management case study', International Journal of Service Industry Management, 11, pp. 44 - 55, http://dx.doi.org/10.1017/S1833367200005411

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

Patterson PG, 2000, 'Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services', International Journal of Service Industry Management, pp. 470 - 490, http://dx.doi.org/10.1108/09564230010360182

Patterson PG; Cicic M; Shoham A, 1999, 'A conceptual model of the internationalization of services firms', Journal of Global Marketing, 12, pp. 81 - 106, http://dx.doi.org/10.1300/J042v12n03_06

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