Paul Patterson

Books

• Services Marketing: An Asia-Pacific and Australian Perspective 5th ed., (with C. H. Lovelock and J. Wirtz), Prentice Hall, 2010 (In Press)

Case studies

• 'Starbucks Failure in Australia', in Lovelock, C., P. Patterson and J. Wirtz, Services Marketing: An Asia-Pacific & Australian Perspective, (2010), 5th ed., Pearson Education, Australia (In Press)
• 'Customer Rage: Triggers, Tipping Points and Take-outs', (with J. McColl-Kennedy, A. Smith and Z. Lu), Harvard Business School case study (2010)
• 'The Cape House, Bangkok' in Lovelock, C., P. Patterson and R. Walker, Services Marketing: An Asia-Pacific & Australian Perspective, (2007), 4th ed., Pearson Education, Australia
• 'Air Asia' in Lovelock, C., P. Patterson and R. Walker, Services Marketing: An Asia-Pacific & Australian Perspective, (2007), 4th ed., Pearson Education, Australia (with K. Kueh)
• 'Telekomsel: to mend the leaky bucket' in Lovelock, C., P. Patterson and R. Walker, Services Marketing: An Asia-Pacific & Australian Perspective, (2007), 4th ed., Pearson Education, Australia (with Handi Irawan Djuwadi)
• 'Qantas Airlines: a customer's perceptions of service recovery efforts' in Lovelock, C., P. Patterson and R. Walker, Services Marketing: An Asia-Pacific & Australian Perspective, (2004), 3rd ed., Pearson Education, Australia
• 'Bringing a client focus to Austrade, Bangkok: a change management case study' in Lovelock, C., P. Patterson and R. Walker, Services Marketing: An Asia-Pacific & Australian Perspective, (2004), 3rd ed., Pearson Education, Australia

Journal articles

• 'Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type', Journal of Retailing,  now available online http://dx.doi.org/10.1016/j.jretai.2012.06.001 2012.  (with J. Surachartkuntonkum & J. Mc Coll-Kennedy). [A*]
• 'Achieving Sales-Service Ambidexterity in Retail Banking: The Role of Retail Branch Context', Journal of Service Research, now available online: http://jsr.sagepub.com. (with T. Yu and K. de Ruyter). [A]
• 'An Extended Service Recovery Model: The Moderating Impact of Temporal Sequence of Events', Journal of Services Marketing, ,  Forthcoming  2012 (with K. Prasongsukarn) [B]
• 'Customer choice of self-service technology: The roles of situational influences and past experience', Journal of Service Management, 21 (1), 2012, 54-78 (with C.Wang and J. Harris). [B]
• 'Gazi and the Shock Absorber Market in Thailand', Asian Case Research Journal, Forthcoming 2012, (with R. Koojaroenpaisan) [C]
• 'Customer-oriented behaviour of front-line service employees: the need to be both willing and able', Australasian Marketing Journal, in Press, 2010 (with N. Pimpakorn)
• 'Fitness by Fit: A Regulatory Fit perspective of Rewards Preference in a Health Club Loyalty Program', Journal of the Academy of Marketing Science, in Press, 2010 ( with A. Daryanto, K de Ruyter, M. Wetzels)
• 'How the Local competition Beat a Global Brand – the Failure of Starbucks in Australia', Australasian Marketing Journal, 18 (1), 2010, 41-47 (with M. Uncles & J. Scott)
• 'Customer Rage: Triggers, Tipping Points and Take-outs', California Management Review, 52 (10 (Fall), 2009, 6-28 (with J. McColl-Kennedy, A. Smith and Z Lu). [Lead article]
• 'Customer Rage Episodes: Emotions, Expressions and Behaviors', Journal of Retailing, 85 (2), 2009, 222-237 (with J. McColl-Kennedy, A. Smith & M. Brady)
• 'Client Perceived Performance & Value in Professional B2B Services – an International Perspective', Journal of International Business Studies, 2009, (with V. La & C. Styles)
• 'A relational model of export performance', Journal of International Business Studies, 39, 2008, 880-900 (with C. Styles & F. Ahmed)
• 'The impact of cultural orientation on customer perceptions of post-recovery service satisfaction', International Journal of Research in Marketing, 23, 2006, 263-277 (with E. Cowley & K. Prasongsukarn)
• 'Exporting Services to South East Asia: Lessons from Australian Knowledge-based Service Exporters', Journal of International Marketing, Executive Insights, 13 (4), 2005, 104-128 (with V. La & C. Styles)
• ‘Relational Competency's Role in Southeast Asia Business Partnerships', Journal of Business Research, 58, 2, 2005, 173-184 (with M.C. Phan & C. Styles)
• ‘The Impact of Culture on Consumers' Perceptions of Service Recovery Efforts', Journal of Retailing, 80, 3, 2004, 196-206 (with A. Mattila)
• 'A cross-cultural study of switching barriers and propensity to stay with service providers', (2003), Journal of Retailing, Vol 79/2, pp 107 – 120 (with T. Smith)
• 'A Contingency Approach to Modeling Satisfaction with Management Consulting Services', Journal of Service Research, (2000), 3 (2), 138-153

• Modeling relationship commitment in international business partnerships: Australia exporters and their partners (import agents, distributors, joint venture partners) in Thailand, Malaysia and Indonesia
• Modeling customer perceptions of serivce recovery across east-west cultures (Malaysia, Thailand, Taiwan, USA)
• Longitudinal study of attitudes to self-service technology in a retail context
• Study of the drivers of ambidexterity (sales vs customer service) in retail banking

• 2008: 'Ambidexterity - The Simultaneous Pursuit of Sales and Service Goals in a Retail Banking Context' ASB Goldstar Award $30,000
• 2006-2008: 'Customer Rage Spectrum Emotions in Service Failure Encounters: Linking Experience, Expression, Behaviour and Organisational Responses' (with J. McColl-Kennedy, University of Queensland, and A.K. Smith, George Washington University, USA). 'Shopping Mad', ragtrader, 23 March 2007, ARC Discovery Grant $240,000
• 2002: 'The Determinants of Export Performance Across Service Types' (with C. Styles) ARC Discovery Grant $85,000
• 2001: Grant to assess the key factors that lead to success or failure of SME Australian service exporters to SE Asia Australian Trade Commission $42,000
• 1998: 'A Dyadic Investigation of the Relationship Processes Leading to Successful Market Entry in East Asian Markets' (with C. Styles) ARC SPIRT Grant, $268,000 and Australian Trade Commission $134,000

Awards and distinctions

• Australian School of Business Award for Outstanding Research Supervision (2009)
• Best Paper (Services Marketing Track), Australian and New Zealand Marketing Academy (ANZMAC) Conference for the paper 'Seeing Red: Customer Rage Emotions, Expressions and Behaviours) (with J. McColl-Kennedy) (2008)
• 'Top 25 Hottest Article' in IJRM since 2000 (with E. Cowley & K. Prasongsukarn) for 'The impact of cultural orientation on customer perceptions of post-recovery service satisfaction', International Journal of Research in Marketing, 23, 263-277
• Davidson Award - Honourable Mention (as one of the three best papers) in the Journal of Retailing for the paper 'The Impact of Culture on consumers' Perceptions of Service Recovery Efforts' (co-authored with A. Matills of Penn State University) (2005)
• Best Paper Australian and New Zealand Marketing Academy (ANZMAC) Conference for the paper 'Determinants of Export Performance Across Service Types: A Conceptual Model' ( with V. La and C. Styles) (2001)

Board memberships

Editorial

• European Journal of Marketing
• Journal of Service Research
• Journal of Business Research
• Advances in International Marketing
• Australasian Marketing Journal
• Marketing Bulletin
• Journal of Service Management
• Asian Marketing Journal
• Occasional reviewer (2004 - present) for Journal of Marketing, Journal of Retailing, Journal of Services Marketing

Professional board memberships

• American Marketing Association
• Australian Marketing Institute
• Australia New Zealand Marketing Academy (ANZMAC)