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D-Index & Metrics

Business and Management

D-Index
55
Citations
18593
World Ranking
720
National Ranking
37

Overview

Paul G. Patterson is affiliated with the University of New South Wales in Australia. Their research contributions primarily lie within the field of Business, Management and Accounting, with a focus on several subfields including Organizational Behavior and Human Resource Management, Marketing, Strategy and Management, Sociology and Political Science, and Artificial Intelligence.

The main topics covered by their work include:

  • Customer Service Quality and Loyalty
  • AI in Service Interactions
  • Sharing Economy and Platforms
  • Service and Product Innovation
  • Corporate Identity and Reputation
  • Corporate Social Responsibility Reporting
  • Auditing, Earnings Management, Governance

Paul G. Patterson has authored papers published in a range of venues. Frequent publication venues include:

  • Journal of Services Marketing
  • NRCT Data Center
  • Asia Pacific Business Review
  • Journal of Service Theory and Practice
  • Journal of service management

Their recent papers reflect a strong engagement with service robotics, customer interactions, and service employee dynamics. Selected recent publications are:

  • Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?, 2020, Journal of Service Theory and Practice
  • Customer acceptance of frontline service robots in retail banking: A qualitative approach, 2021, Journal of service management
  • Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?, 2020, SSRN Electronic Journal
  • Professionals' interpersonal communications style: does it matter in building client psychological comfort?, 2021, Journal of Services Marketing
  • Alumni connectedness and its role in intention to contribute to higher education institutions, 2023, Journal of Marketing for HIGHER EDUCATION

Throughout their career, Paul G. Patterson has frequently collaborated with co-authors such as:

  • Jenny Lee
  • Vinh Nhat Lu
  • Jochen Wirtz
  • Werner H. Kunz
  • Stefanie Paluch

Best Publications

  • Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination

    Paul G. Patterson;Richard A. Spreng

  • Brave new world: service robots in the frontline

    Jochen Wirtz;Paul G. Patterson;Werner H. Kunz;Thorsten Gruber

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

    Paul G. Patterson;Lester W. Johnson;Richard A. Spreng

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

    Neeru Sharma;Paul G. Patterson

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

    Neeru Sharma;Paul G. Patterson

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

    Paul G. Patterson;Tasman Smith

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

    Paul G. Patterson;Elizabeth Cowley;Kriengsin Prasongsukarn

  • Services marketing : an Asia-Pacific and Australian perspective

    Christopher H. Lovelock;Paul Patterson;Rhett H. Walker

  • Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?

    Vinh Nhat Lu;Jochen Wirtz;Werner H. Kunz;Stefanie Paluch

  • Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts

    Anna S. Mattila;Paul G. Patterson

  • Customer rage episodes: Emotions, expressions and behaviors

    Janet R. McColl-Kennedy;Paul G. Patterson;Amy K. Smith;Michael K. Brady

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

    Paul G. Patterson

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

    Paul G. Patterson;Tasman Smith

  • The impact of culture on consumers’ perceptions of service recovery efforts

    Anna S. Mattila;Paul G. Patterson

  • A relational model of export performance

    Chris Styles;Paul G Patterson;Farid Ahmed

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

    Paul G. Patterson;Muris Cicic

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

    Cheng Wang;Jennifer Harris;Paul G. Patterson

  • Revenue management: resolving potential customer conflicts

    Jochen Wirtz;Sheryl E Kimes;Jeannette Ho Pheng Theng;Paul Patterson

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

    Cheng Wang;Jennifer Harris;Paul Patterson

  • Criteria used to select management consultants

    Philip L. Dawes;Grahame R. Dowling;Paul G. Patterson

Frequent Co-Authors

Janet R. McColl-Kennedy
Janet R. McColl-Kennedy University of Queensland
Ko de Ruyter
Ko de Ruyter King's College London
Martin Wetzels
Martin Wetzels EDHEC Business School
Michael K. Brady
Michael K. Brady Florida State University
Grahame R. Dowling
Grahame R. Dowling University of Technology Sydney
Jochen Wirtz
Jochen Wirtz National University of Singapore
Aviv Shoham
Aviv Shoham University of Haifa
Anna S. Mattila
Anna S. Mattila Pennsylvania State University
Thorsten Gruber
Thorsten Gruber Loughborough University
Mark Uncles
Mark Uncles University of New South Wales

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