| Services marketing C Lovelock, P Patterson Pearson Australia, 2015 | 11184 | 2015 |
| Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination PG Patterson, RA Spreng International Journal of service Industry management 8 (5), 414-434, 1997 | 2476 | 1997 |
| Brave new world: service robots in the frontline J Wirtz, PG Patterson, WH Kunz, T Gruber, VN Lu, S Paluch, A Martins Journal of Service Management 29 (5), 907-931, 2018 | 2073 | 2018 |
| Modeling the determinants of customer satisfaction for business-to-business professional services PG Patterson, LW Johnson, RA Spreng Journal of the academy of marketing science 25, 4-17, 1997 | 1492 | 1997 |
| Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services N Sharma, PG Patterson International journal of service industry management 11 (5), 470-490, 2000 | 1332 | 2000 |
| The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services N Sharma, PG Patterson Journal of services marketing 13 (2), 151-170, 1999 | 1287 | 1999 |
| Understanding customer engagement in services P Patterson, T Yu, K De Ruyter Advancing theory, maintaining relevance, proceedings of ANZMAC 2006 …, 2006 | 906 | 2006 |
| A cross-cultural study of switching barriers and propensity to stay with service providers PG Patterson, T Smith Journal of retailing 79 (2), 107-120, 2003 | 855 | 2003 |
| Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice PG Patterson, E Cowley, K Prasongsukarn International Journal of Research in Marketing 23 (3), 263-277, 2006 | 766 | 2006 |
| Services marketing: an Asia-Pacific and Australian perspective CH Lovelock, P Patterson, RH Walker (No Title), 2004 | 639 | 2004 |
| Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps? VN Lu, J Wirtz, WH Kunz, S Paluch, T Gruber, A Martins, PG Patterson Journal of Service Theory and Practice 30 (3), 361-391, 2020 | 519 | 2020 |
| Service recovery and fairness perceptions in collectivist and individualist contexts AS Mattila, PG Patterson Journal of service research 6 (4), 336-346, 2004 | 502 | 2004 |
| Expectations and product performance as determinants of satisfaction for a high‐involvement purchase PG Patterson Psychology & Marketing 10 (5), 449-465, 1993 | 418 | 1993 |
| Customer rage episodes: emotions, expressions and behaviors JR McColl-Kennedy, PG Patterson, AK Smith, MK Brady Journal of Retailing 85 (2), 222-237, 2009 | 417 | 2009 |
| Relationship benefits in service industries: a replication in a Southeast Asian context PG Patterson, T Smith Journal of services marketing 15 (6), 425-443, 2001 | 398 | 2001 |
| The impact of culture on consumers’ perceptions of service recovery efforts AS Mattila, PG Patterson Journal of retailing 80 (3), 196-206, 2004 | 360 | 2004 |
| A relational model of export performance C Styles, PG Patterson, F Ahmed Journal of international business studies 39, 880-900, 2008 | 350 | 2008 |
| A typology of service firms in international markets: an empirical investigation PG Patterson, M Cicic Journal of International Marketing 3 (4), 57-83, 1995 | 318 | 1995 |
| Customer choice of self‐service technology: the roles of situational influences and past experience C Wang, J Harris, PG Patterson Journal of Service Management 23 (1), 54-78, 2012 | 316 | 2012 |
| Disconfirmation of expectations and the gap model of service quality: an integrated paradigm PG Patterson, LW Johnson Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 6 …, 1993 | 313 | 1993 |
Ko de RuyterKing's College, King's Business School, London, United KingdomVerified email at kcl.ac.uk
