Paul G. Patterson

Research interests

Publications

• 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 · 2020 · 10.1108/jstp-04-2019-0088

• Brave new world: service robots in the frontline

  Journal of service management · 2018 · https://doi.org/10.1108/josm-04-2018-0119

• The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technologies

  Journal of Service Research · 2013 · 10.1177/1094670512473200

• Achieving Service-Sales Ambidexterity

  Journal of Service Research · 2012 · 10.1177/1094670512453878

• Customer choice of self‐service technology: the roles of situational influences and past experience

  Journal of service management · 2012 · 10.1108/09564231211208970

• The impact of service climate and service provider personality on employees' customer‐oriented behavior in a high‐contact setting

  Journal of Services Marketing · 2011 · 10.1108/08876041111119822

• Customer Rage Episodes: Emotions, Expressions and Behaviors

  Journal of Retailing · 2009 · 10.1016/j.jretai.2009.04.002

• A relational model of export performance

  Journal of International Business Studies · 2008 · 10.1057/palgrave.jibs.8400385

• Demographic correlates of loyalty in a service context

  Journal of Services Marketing · 2007 · 10.1108/08876040710737877

• Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice

  International Journal of Research in Marketing · 2006 · 10.1016/j.ijresmar.2006.02.004

• Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts

  Journal of Service Research · 2004 · 10.1177/1094670503262947

• Revenue management: Resolving potential customer conflicts

  Journal of Revenue and Pricing Management · 2003 · 10.1057/palgrave.rpm.5170068

• A cross-cultural study of switching barriers and propensity to stay with service providers

  Journal of Retailing · 2003 · 10.1016/s0022-4359(03)00009-5

• Relationship benefits in service industries: a replication in a Southeast Asian context

  Journal of Services Marketing · 2001 · 10.1108/eum0000000006098

• Modeling relationship strength across service types in an Eastern culture

  International Journal of Service Industry Management · 2001 · 10.1108/09564230110387470

• Services marketing: An Asia-pacific perspective

  · 2001

• Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services

  International Journal of Service Industry Management · 2000 · https://doi.org/10.1108/09564230010360182

• The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services

  Journal of Services Marketing · 1999 · https://doi.org/10.1108/08876049910266059

• Internationalization of services: the service exporting decision

  Journal of Services Marketing · 1998 · 10.1108/08876049810226964

• 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 · 1997 · https://doi.org/10.1108/09564239710189835

• Modeling the determinants of customer satisfaction for business-to-business professional services

  Journal of the Academy of Marketing Science · 1997 · 10.1007/bf02894505

• Modeling the Determinants of Customer Satisfaction for Business-to-Business Professional Services

  Journal of the Academy of Marketing Science · 1996 · https://doi.org/10.1177/0092070397251002

• A Typology of Service Firms in International Markets: An Empirical Investigation

  Journal of International Marketing · 1995 · 10.1177/1069031x9500300409

• Expectations and product performance as determinants of satisfaction for a high‐involvement purchase

  Psychology and Marketing · 1993 · 10.1002/mar.4220100507

Current projects

No projects listed.