Paul G. Patterson

UNSW Sydney — Australia

Business, Management and Accounting · Social Sciences

49h-index12.8kcitations146works2.52yr avg
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Research Topics

Customer Service Quality and Loyalty(81), Consumer Retail Behavior Studies(18), International Business and FDI(17), Digital Marketing and Social Media(17), Job Satisfaction and Organizational Behavior(16)

Publications146 total

A bicultural perspective on professional service providers’ pro bono motivations
Journal of Services Marketing·2025
Impacts of humour use and humour-endorsing climate on job stress and satisfaction among frontline healthcare service employees
Journal of Services Marketing·2025· 1 cited
Capabilities influencing export intensity of Thai SMEs during COVID-19: a capability-based perspective
Asia Pacific Business Review·2025· 3 cited
Modelling client adoption of robo-advisors in Thailand: the impact of trust and situational factors
Asia Pacific Business Review·2024· 6 cited
Engaging Robo-advisors in Financial Advisory Services: The Role of Psychological Comfort and Client Psychological Characteristics
Australasian Marketing Journal (AMJ)·2023· 24 cited
ROLE OF HUMOUR USE AND HUMOUR ENDORSING CLIMATE IN AGED CARE SERVICE EMPLOYEES’ JOB STRESS AND SATISFACTION
Global Fashion Management Conference·2023
Client assessments of their audit experiences: the role of experience quality, similarity and client participation
Asian Review of Accounting·2023· 6 cited
SME clients evaluation of audit quality: the roles of auditors' communication effectiveness, rapport and social capital
Journal of Accounting in Emerging Economies·2023· 6 cited
Alumni connectedness and its role in intention to contribute to higher education institutions
Journal of Marketing for HIGHER EDUCATION·2023· 9 cited
A collision of strategic orientations: Entrepreneurial orientation and customer relationship orientation in a collectivist cultural context
Australian Journal of Management·2022· 3 cited
Customer acceptance of frontline service robots in retail banking: A qualitative approach
Journal of service management·2021· 65 cited
Professionals’ interpersonal communications style: does it matter in building client psychological comfort?
Journal of Services Marketing·2021· 28 cited
Gaining insights into why professionals continue or abandon pro bono service
European Journal of Marketing·2020· 2 cited
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· 519 cited
Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?
SSRN Electronic Journal·2020· 42 citedOpen Access
Special Session: Rise of the Service Robots: Exploring Consumer Acceptance: An Abstract
Developments in marketing science: proceedings of the Academy of Marketing Science·2020· 1 cited
The impact of communication style on psychological comfort and trust in audit services
Accounting Research Journal·2019· 10 cited
The role of client participation and psychological comfort in driving perceptions of audit quality
Asian Review of Accounting·2019· 15 cited
A study of consumer attitudes & behavior towards food plastic packaging in Thailand
2019· 1 cited
Switching Costs as a Moderator of Service Satisfaction Processes in Thailand
2018· 1 cited
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Frequent Co-authors

Chris Styles(5), Janet R. McColl‐Kennedy(4), Ko de Ruyter(4), Jochen Wirtz(3), Richard A. Spreng(3), Tasman Smith(3), Muris Čičić(3), Ting Yu(3), Werner H. Kunz(2), Thorsten Gruber(2), Vinh Nhat Lu(2), Stefanie Paluch(2), Antje Martins(2), Neeru Sharma(2), Lester W. Johnson(2), Kriengsin Prasongsukarn(2), Anna S. Mattila(2), Amy Smith(2), Farid Ahmed(2), Jennifer Harris(2)