Match!
Paul G. Patterson
University of New South Wales
106Publications
39H-index
6,518Citations
Publications 107
Newest
This study aims to examine the extent to which clients’ perceptions of a financial auditor’s communication style affect their psychological comfort and trust when considering whether to retain the incumbent firm for future financial audits.,A multistage method was used comprising integrated results from a literature review and findings from five in-depth interviews with chief financial officers of listed firms. A cross-sectional survey then yielded valid responses from 190 incorporated firms lis...
Source
#1Jomjai Sampet (CMU: Chiang Mai University)H-Index: 1
#2Naruanard Sarapaivanich (CMU: Chiang Mai University)H-Index: 2
Last.Paul G. Patterson (UNSW: University of New South Wales)H-Index: 39
view all 3 authors...
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 paper i...
Source
#1Tung Moi Chiew (UNSW: University of New South Wales)H-Index: 1
#2Christine Mathies (UNSW: University of New South Wales)H-Index: 8
Last.Paul G. Patterson (UNSW: University of New South Wales)H-Index: 39
view all 3 authors...
Cross-disciplinary research recognises humour as an effective communication tool for fostering engagement and positive interpersonal relationships, although inappropriate use can create negative ou...
1 CitationsSource
#1Jochen Wirtz (NUS: National University of Singapore)H-Index: 42
#2Paul G. Patterson (UNSW: University of New South Wales)H-Index: 39
Last.Antje Martins (UQ: University of Queensland)H-Index: 2
view all 7 authors...
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...
47 CitationsSource
#1Ting Yu (UNSW: University of New South Wales)H-Index: 4
#2Ko de Ruyter (UNSW: University of New South Wales)H-Index: 45
Last.Ching-Fu Chen (NCKU: National Cheng Kung University)H-Index: 31
view all 4 authors...
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...
2 CitationsSource
#2Christine Mathies (UNSW: University of New South Wales)H-Index: 8
Last.Ko de Ruyter (City University London)H-Index: 45
view all 4 authors...
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...
8 CitationsSource
#1Jenny (Jiyeon) Lee (UNSW: University of New South Wales)H-Index: 5
#2Paul G. Patterson (UNSW: University of New South Wales)H-Index: 39
Last.Liem Viet Ngo (UNSW: University of New South Wales)H-Index: 14
view all 3 authors...
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 ...
5 CitationsSource
#1Chuanchuen Akkawanitcha (SU.: Silpakorn University)H-Index: 2
#2Paul G. Patterson (UNSW: University of New South Wales)H-Index: 39
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...
3 CitationsSource
#1Cheng Wang (Xi'an Jiaotong-Liverpool University)H-Index: 3
#2Jennifer Harris (UNSW: University of New South Wales)H-Index: 5
Last.Paul G. Patterson (UNSW: University of New South Wales)H-Index: 39
view all 3 authors...
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...
2 CitationsSource
Source
12345678910