Paul G. Patterson PhD, is Professor he School of Marketing at the University of New South Wales (UNSW), Sydney, Australia. Prior to joining academe, he held management and marketing positions in telecommunications, banking, market research and the public sector, and later an international marketing consultancy firm. He has taught or been visiting professor at universities of Wollongong, Sydney (Graduate School of Management), Michigan State University in USA, Assumption University, Mahidol, Chiang Mai and Thammasat Universities in Thailand, Fudan University, Shanghai, China and The Vietnamese National University.
His research, teaching and consulting interests revolve around management and marketing issues in service industries. In particular his research interests centre on the psychology and behaviour of front-line service employees, service failure and recovery, cross-cultural service encounters, service productivity, the future impact of front-line service robots, and the internationalisation of service firms.
From This Author
The story of Starbucks is a salutary lesson in business, and there are several major problem areas that, in combination, caused the decline of Starbucks in Australia