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In pursuit of service productivity and customer satisfaction : the role of resources
Lee, Jenny Jiyeon; Patterson, Paul G.; Ngo, Liem Viet - In: European journal of marketing : EJM 51 (2017) 11/12, pp. 1836-1855
Persistent link: https://www.econbiz.de/10011773769
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Professionals' interpersonal communications style : does it matter in building client psychological comfort?
Rawi Roongruangsee; Patterson, Paul G.; Ngo, Liem Viet - In: The journal of services marketing 36 (2022) 3, pp. 379-397
Persistent link: https://www.econbiz.de/10013407511
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A collision of strategic orientations : entrepreneurial orientation and customer relationship orientation in a collectivist cultural context
Ngo, Liem Viet; Shinkle, George A.; Patterson, Paul G. - In: Australian journal of management 49 (2024) 2, pp. 272-289
Persistent link: https://www.econbiz.de/10014578067
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Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn; McColl-Kennedy, Janet R.; … - In: Journal of service research : JSR 18 (2015) 2, pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
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Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Surachartkumtonkun, Jiraporn; Patterson, Paul G.; … - In: Journal of retailing 89 (2013) 1, pp. 72-87
Persistent link: https://www.econbiz.de/10009732740
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Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type
Surachartkumtonkun, Jiraporn; Patterson, Paul G.; … - In: Journal of retailing 89 (2013) 1, pp. 72-87
Persistent link: https://www.econbiz.de/10010073978