Patterson, Paul G.

Brave new world: service robots in the frontline

Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018) · Journal of Service Management

AI in Service InteractionsRobotics and Automated Systems

Cited by 2,315

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

Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006) · International Journal of Research in Marketing

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 525

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

Patterson, P. G., & Smith, T. (2003) · Journal of Retailing

Customer Service Quality and LoyaltyConsumer Market Behavior and Pricing

Cited by 515

Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts

Mattila, A. S., & Patterson, P. G. (2004) · Journal of Service Research

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 325