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Paul G. Patterson
University of New South Wales
106Publications
38H-index
6,164Citations
Publications 106
Newest
Published on May 7, 2019in Asian Review of Accounting
Jomjai Sampet1
Estimated H-index: 1
(CMU: Chiang Mai University),
Naruanard Sarapaivanich1
Estimated H-index: 1
(CMU: Chiang Mai University),
Paul G. Patterson38
Estimated H-index: 38
(UNSW: University of New South Wales)
Purpose With increased competition under the establishment of the ASEAN Economic Community (AEC) in December 2015, CPA and Tax Auditors are free to export their services within AEC partner countries. Hence, it is crucial that the growing numbers of auditors in the region differentiate themselves by providing superior perceived audit quality and client value in order to retain (and attract) clients. Based on theoretical foundations of service-dominant logic and culture theory, the purpose of this...
Published on Feb 1, 2019in Australian Journal of Management 1.18
Tung Moi Chiew1
Estimated H-index: 1
(UNSW: University of New South Wales),
Christine Mathies8
Estimated H-index: 8
(UNSW: University of New South Wales),
Paul G. Patterson38
Estimated H-index: 38
(UNSW: University of New South Wales)
Cross-disciplinary research recognises humour as an effective communication tool for fostering engagement and positive interpersonal relationships, although inappropriate use can create negative outcomes. Drawing on positive psychology, this study aims to empirically examine the extent to which frontline employee’s (FLE’s) humour usage can influence customers’ service encounter evaluations. Findings from 252 retail service customers indicate that their sense of humour drives humour perceptions a...
Published on Oct 15, 2018in Journal of Service Management 3.23
Jochen Wirtz40
Estimated H-index: 40
(NUS: National University of Singapore),
Paul G. Patterson38
Estimated H-index: 38
(UNSW: University of New South Wales)
+ 4 AuthorsAntje Martins1
Estimated H-index: 1
(UQ: University of Queensland)
Purpose The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to...
Published on Jul 9, 2018in European Journal of Marketing 1.72
Ting Yu4
Estimated H-index: 4
(UNSW: University of New South Wales),
Ko de Ruyter40
Estimated H-index: 40
(UNSW: University of New South Wales)
+ 1 AuthorsChing-Fu Chen22
Estimated H-index: 22
(NCKU: National Cheng Kung University)
Purpose This study aims to explore the formation and consequences of a cross-selling initiative climate, as well as how a service climate, which provides an important boundary condition, affects both its formation and its ultimate impact on service-sales performance. This article identifies two important predictors of a cross-selling initiative climate: frontline employees’ perceptions of supervisors’ bottom-line mentality and their own sense of accountability. Design/methodology/approach The mu...
Published on Nov 27, 2017in Journal of Services Marketing 2.42
Bhuminan Piyathasanan2
Estimated H-index: 2
,
Christine Mathies8
Estimated H-index: 8
(UNSW: University of New South Wales)
+ 1 AuthorsKo de Ruyter40
Estimated H-index: 40
(City University London)
Purpose Crowdsourcing delivers creative ideas for the issuing firm, but participants’ engagement in the creative process also creates additional benefits to firms and participating customers. The purpose of this study is to investigate if these spill-over values endure over time. With data from two time point, i.e. at submission and after announcement of the contest winners, we examine the relationship between the degree of a participant’s creative process engagement (CPE) and value creation fro...
Published on Nov 14, 2017in European Journal of Marketing 1.72
Jenny (Jiyeon) Lee6
Estimated H-index: 6
,
Paul G. Patterson38
Estimated H-index: 38
,
Liem Viet Ngo14
Estimated H-index: 14
Purpose In today’s global marketplace, the mantra of many service firms is enhanced efficiency and productivity. To increase their bottom line, firms must also expand revenue. They thus face the challenge of ways to increase revenue through customer satisfaction while also achieving productivity gains. The current study aims to offer insight into the role of various resources that encourage frontline employees (FLEs) to become engaged in the pursuit of achieving organisational goals, ultimately ...
Published on Nov 13, 2017in Journal of Service Theory and Practice 2.36
Chuanchuen Akkawanitcha2
Estimated H-index: 2
,
Paul G. Patterson38
Estimated H-index: 38
Purpose The purpose of this paper is to examine the impact of a loss of face on the psychological well-being of frontline employees (FLEs) in an Eastern cultural context (Thailand) when subjected to customer aggression. Importantly, it adopts a contingency approach and examines moderating effects by which social status, a “customer is always right” organisational philosophy and a public/private context impact the nature of the association between customer aggression and loss of face. Finally, it...
Published on Aug 1, 2017in Australian Journal of Management 1.18
Cheng Wang3
Estimated H-index: 3
(Xi'an Jiaotong-Liverpool University),
Jennifer Harris5
Estimated H-index: 5
,
Paul G. Patterson38
Estimated H-index: 38
Prior self-service technology (SST) studies focus primarily on the initial adoption and its drivers. However, the long-term viability and success of an SST depend on regular and frequent usage. Therefore, this study draws on social psychology and information system/information technology literature to investigate the habit of SST usage and its driving forces. Using panel data pertaining to 626 Australian customers who used a supermarket self-checkout machine over 12 weeks, the results reveal a...
Published on Mar 21, 2017in Journal of Service Theory and Practice 2.36
Christine Mathies8
Estimated H-index: 8
,
Paul G. Patterson38
Estimated H-index: 38
Published on Aug 8, 2016in Journal of Services Marketing 2.42
Paul G. Patterson38
Estimated H-index: 38
Purpose The purpose of this paper is to reflect on the motivation for the 1999 paper “The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services”. In doing so, it is argued that today, the importance and relevance of effective interpersonal communications to managing client relationship have never been greater. Further, this paper updates developments in this area, and importantly, offers directions for future research. Design/meth...
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