By Emeritus Professor Paul G Patterson

Conference Papers

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, Melbourne, pp. 875 - 876, presented at Australia New Zealand Marketing Educators` Conference, Melbourne, 01 December 1997 - 03 December 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, Warwick, UK, pp. 2006 - 2037, presented at 26th Annual Conference of the European Marketing Academy, Warwick, UK, 20 May 1997 - 23 May 1997

Kirchmajer L; Patterson PG, 1996, 'A contingency model of relationship commitment for small service enterprises', in 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

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, Auckland, New Zealand, presented at Australian and New Zealand Combinded Marketing Educators Conference, Auckland, New Zealand, 25 November 1996 - 27 November 1996

Conference Presentations

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

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

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

Conference Abstracts

Patterson P; Mathies C, 2018, 'Humour in service recovery - no laughing matter', in ANZMAC 2018 Conference Proceedings, Adelaide, presented at ANZMAC, Adelaide, 03 December 2018 - 05 December 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, New York, presented at Frontiers in Services, New York, 22 June 2017 - 25 June 2017

Chiew TM; Mathies C; Patterson , 2016, 'The Effect of Humour Usage on Customer’s Experiences', in Frontiers in Services 2016, Bergen, Norway, presented at Frontiers in Services Conference, Bergen, Norway, 23 June 2016 - 26 November 2016

Patterson P; Lee J; Ngo L; de Ruyter K, 2016, 'Achieving superior service productivity and customer satisfaction', in 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

Patterson PG; Yu Y; de Ruyter K, 2009, 'Achieving ambidexterity in retail banking: The role of branch context', Taipei, presented at International Conference on Service Science and Innovation - China, Taipei

Theses / Dissertations

La VQ; Patterson PG; Styles C, 2005, An empirical investigation of client perceived value for professional B2B services in an international context

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.

Preprints

Lu V; Wirtz J; Kunz WH; Paluch S; Gruber T; Martins A; Patterson P, Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?, , http://dx.doi.org/10.2139/ssrn.3806199

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