Paul G. Patterson

TL;DR: The authors examined the relationship between four key post-purchase constructs: perceived performance, satisfaction, perceived value, and repurchase intentions, in a causal path framework in an empirical study of business-to-business professional services.

TL;DR: In this paper, a conceptual approach that is rooted in the service, robotics and AI literature is used to explore the potential role service robots will play in the future and to advance a research agenda for service researchers.

TL;DR: In this paper, the authors empirically examined for the first time the determinants of customer satisfaction or dissatisfaction in the context of business professional services, and the simultaneous effect of key CS/D constructs (expectations, performance, and disconfirmation) and several variables (fairness (equity), purchase situation (novelty, importance, and complexity), and individual-level variables (decision uncertainty and stakeholding) are examined in a causal path framework.

TL;DR: In this paper, the authors extended the relationship marketing literature by testing a contingency model to assess the impact of trust and service satisfaction on relationship commitment under conditions of varying switching costs, alternative attractiveness and experience-based norms, in the context of a professional consumer service.

TL;DR: In this article, the antecedents of clients' relationship commitment in the context of a professional service, high in credence qualities (where customers have difficulty in confidently evaluating service quality, even purchase and consumption) are examined.