Select Publications

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,

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

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