By Emeritus Professor Paul G Patterson

Journal articles

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, 12, pp. 145 - 154, https://faculty.unlv.edu/gnaylor/JCSDCB/articles/1999%20-%20Volume%2012/Godwin%20et%20al%201999.pdf

Patterson PG; De Ruyter K; Wetzels M, 1999, 'Modelling firm`s propensity to continue service exporting: a cross-country analysis', International Business Review, pp. 351 - 365, http://dx.doi.org/10.1016/S0969-5931(99)00009-8

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, pp. 33 - 48, http://dx.doi.org/10.1300/J127v05n04_03

Patterson PG; Dawes PL, 1999, 'The determinants of choice set structure in high-technology business markets', Industrial Marketing Management, pp. 395 - 411, http://dx.doi.org/10.1016/S0019-8501(98)00030-3

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

Patterson PG; Sharma N, 1999, 'The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services', Journal of Services Marketing, 13, pp. 151 - 170, http://dx.doi.org/10.1108/08876049910266059

Ahmed FU; Patterson PG; Styles CW, 1999, 'Trust and commitment in international business relationships', ABAC Journal, 19, pp. 37 - 51, http://repository.au.edu/handle/6623004553/13926

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, 16, pp. 135 - 157, http://dx.doi.org/10.1300/J090v16n01_08

Patterson PG; Winsted KF, 1998, 'Internationalization of services: the service exporting decision', Journal of Services Marketing, 12, pp. 294 - 311, http://dx.doi.org/10.1108/08876049810226964

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, 25, pp. 4 - 17, http://dx.doi.org/10.1007/BF02894505

Patterson PG; Cucic M; Shoham A, 1997, 'A temporal sequence model of satisfaction and export intentions of service firms', Journal of Global Marketing, 10, pp. 23 - 43, http://dx.doi.org/10.1300/J042v10n04_03

Dawes PL; Patterson PG; Midgley DF, 1997, 'Involvement of technical consultants in high technology business markets', Journal of Business and Industrial Marketing, pp. 257 - 275, http://dx.doi.org/10.1108/08858629710172637

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, pp. 4 - 17, http://dx.doi.org/10.1177/0092070397251002

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, pp. 414 - 434, http://dx.doi.org/10.1108/09564239710189835

Patterson PG, 1997, 'Translating customer survey results into managerial action', Super Service, pp. 4 - 6

Patterson PG; Cicic M, 1996, 'A Typology of Service Firms in International Markets : An Empirical Investigation', Journal International Marketing, 3, pp. 57 - 83, http://www.jstor.org/stable/25048624

Dawes R; Patterson PG; Lee L, 1996, 'Internal and External Buying Center Membership in High Technology Business Markets', Journal of High Technology Management Research, pp. 107 - 127

Kyriazis E; Patterson PG, 1996, 'The use of Marketing Information in the New Product Development Process: An Australian Perspective', Australasian Journal of Market Research, 4, pp. 3 - 11, http://www.amsrs.com.au/documents/item/84

Patterson P, 1995, 'Choice criteria in final selection of a management consultancy service', Journal of Professional Services Marketing, 11, pp. 177 - 187, http://dx.doi.org/10.1300/J090v11n02_13

Patterson PG, 1995, 'A conceptual model of customer satisfaction for business-to-business, professional services', Advances in Services Marketing and Management, 4, pp. 169 - 193, http://dx.doi.org/10.1016/S1067-5671(95)04023-4

Patterson PG; Cicic M, 1995, 'A Typology of Service Firms in International Markets: An Empirical Investigation', Journal of International Marketing, 3, pp. 7 - 7, http://dx.doi.org/10.1177/1069031x9500300404

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, 5, pp. 31 - 52, http://dx.doi.org/10.1300/J050v05n02_03

Patterson PG, 1993, 'Expectations and product performance as determinants of satisfaction for a high‐involvement purchase', Psychology & Marketing, 10, pp. 449 - 465, http://dx.doi.org/10.1002/mar.4220100507

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, 23, pp. 327 - 336, http://dx.doi.org/10.1111/j.1467-9310.1993.tb00838.x

Dawes PL; Dowling GR; Patterson PG, 1992, 'Determinants of Pre-Purchase Information Search Effort for Management Consulting Services', Journal of Business-to-Business Marketing, 1, pp. 31 - 61, http://dx.doi.org/10.1300/J033v01n01_03

Atuahene‐Gima K; Patterson PG, 1992, 'The Impact of Managerial Attitudes on Technology Licensing Performance', European Journal of Marketing, 26, pp. 52 - 63, http://dx.doi.org/10.1108/eum0000000000640

Dawes PL; Dowling GR; Patterson PG, 1992, 'Criteria used to select management consultants', Industrial Marketing Management, 21, pp. 187 - 193, http://dx.doi.org/10.1016/0019-8501(92)90015-L

, 1992, 'Erratum', Asia Pacific International Journal of Marketing, 4, pp. 52 - 63, http://dx.doi.org/10.1108/eb010232

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, 9, pp. 269 - 279, http://dx.doi.org/10.1016/0167-8116(92)90022-D

Dawes PL; Dowling GR; Patterson PG, 1991, 'Information sources used to select different types of management consultancy services', Asia Pacific Journal of Management, 8, pp. 185 - 199, http://dx.doi.org/10.1007/BF01731940

Dawes PL; Patterson PG, 1988, 'The performance of industrial and consumer product managers', Industrial Marketing Management, 17, pp. 73 - 84, http://dx.doi.org/10.1016/0019-8501(88)90029-6

Dawes PL; Patterson PG, 1987, 'An empirical study of product management in Australia', Australian Journal of Management, 12, pp. 237 - 261, http://dx.doi.org/10.1177/031289628701200206

Conference Papers

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, http://dx.doi.org/10.26190/unsworks/27169

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

Garg N; McColl-Kennedy J; Patterson P, 2017, 'Positive Emotions’ Differential Effects on Pro-social Behaviour', Melbourne, Australia, presented at Australian New Zealand Marketing Academy (ANZMAC) Conference, Melbourne, Australia, 04 December 2017 - 06 December 2017

Roongruangsee R; Patterson P; Ngo LV, 2016, 'Building client psychological comfort through communication style in financial advisory services', New Zealand, presented at ANZMAC 2016, Marketing in the Post-Disciplinary Era, New Zealand, -

Chiew T; Patterson P; Mathies C; Kleinaltenkamp M, 2014, 'The Impact of Humour in Service Encounters', Brisbane, presented at ANZMAC Annual Conference, Brisbane, 30 November 2014 - 03 December 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

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

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

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

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

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

Yu Y; Patterson PG, 2009, 'In search of ambidexterity', Nantes, France, presented at EMAC 2009 Conference, Nantes, France, 26 May 2009 - 29 May 2009

Yu Y; Patterson PG; de Ruyter K, 2008, 'Achieving Service and sales Goals through Motivational Ambidexterity', in ANZMAC 2008 Conference, Homebush, Sydney, presented at ANZMAC 2008 Conference, Homebush, Sydney, 01 December 2008 - 03 December 2008

Patterson PG; McColl-Kennedy J, 2008, 'Seeing Red: Customer Rage Emotions, Expressions and Behaviours', in ANZMAC 2008 Conference, Homebush, Sydney, presented at ANZMAC 2008 Conference, Homebush, Sydney, 01 December 2008 - 03 December 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, Washington, DC, pp. 108 - 108, presented at 17th Annual Frontiers in Service Conference, Washington, DC, 02 October 2008 - 05 October 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

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, Phuket, Thailand, presented at 3rd Meeting of the IMP Group in Asia, Phuket, Thailand, 09 December 2007 - 13 December 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, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007

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