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Customer rage episodes : emotions, expressions and behaviors
McColl-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K. - In: Journal of retailing 85 (2009) 2, pp. 222-237
Persistent link: https://www.econbiz.de/10003870743
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How the local competition defeated a global brand : the case of Starbucks
Patterson, Paul G.; Scott, Jane; Uncles, Mark D. - In: Australasian marketing journal 18 (2010) 1, pp. 41-47
Persistent link: https://www.econbiz.de/10003940462
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Customer-oriented behaviour of front-line service employees: the need to be both willing and able
Pimpakorn, Narumon; Patterson, Paul G. - In: Australasian marketing journal 18 (2010) 2, pp. 57-65
Persistent link: https://www.econbiz.de/10003975204
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Customer rage : triggers, tipping points, and take-outs
Patterson, Paul G.; McColl-Kennedy, Janet R.; Smith, Amy K. - In: California management review 52 (2009/10) 1, pp. 6-28
Persistent link: https://www.econbiz.de/10003960175
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Customer choice of self-service technology : the roles of situational influences and past experience
Wang, Cheng; Harris, Jennifer; Patterson, Paul G. - In: Journal of service management 23 (2012) 1, pp. 54-78
Persistent link: https://www.econbiz.de/10009534368
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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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Converting service encounters into cross-selling opportunities : does faith in supervisor ability help or hinder service-sales ambidexterity?
Yu, Ting; Patterson, Paul G.; Ruyter, Ko de - In: European journal of marketing : EJM 49 (2015) 3/4, pp. 491-511
Persistent link: https://www.econbiz.de/10011309587
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Achieving service-sales ambidexterity
Yu, Ting; Patterson, Paul G.; Ruyter, Ko de - In: Journal of service research : JSR 16 (2013) 1, pp. 52-66
Persistent link: https://www.econbiz.de/10009751108
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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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Killing two birds with one stone : cross-selling during service delivery
Patterson, Paul G.; Yu, Ting; Kimpakorn, Narumon - In: Journal of business research : JBR 67 (2014) 9, pp. 1944-1952
Persistent link: https://www.econbiz.de/10010379204