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Position/Role:
- Professor of Marketing and Head of School
Schools/Unit: School of Marketing
Contact Details:
Qualifications:
- BBus (UTS)
- MCom (UNSW)
- PhD (Wollongong)
Current Research Projects:
- Modeling Relationship Commitment in International Business Partnerships: Australia Exporters and their Partners (Import Agents, Distributors, Joint Venture Partners) in Thailand, Malaysia and Indonesia
- Exploring Customer Rage Spectrum Emotions in Failed Service Encounters Across East-West Cultures
- Modeling Customer Perceptions of Serivce Recovery Across East-West Cultures (Malaysia, Thailand, Taiwan, USA)
- A Longitudinal Study of Attitudes to Self-Service Technology in a Retail Context
- A Study of the Drivers of Ambidexterity (Sales -v- Customer Service) in Retail Banking
Teaching Interests:
- Services marketing,
- Business to business marketing
- Cross-Cultural Marketing
- Customer Experience Management
Subjects being taught:
- As above
- PhD qualifying course
Publications:
Recent publications
Editorial Board Membership
- European Journal of Marketing
- Journal of Service Research
- International Journal of Service Industry Management
- Journal of Business Research
- Advances in International Marketing
- Journal of Marketing Education
- Australasian Marketing Journal
- Marketing Bulletin
- Occasional reviewer (2004 - present) for Journal of Marketing and Journal of Retailing
Awards
- 2005 - Davidson Award - Honourable Mention (as one of the three best papers) in the Journal of Retailing for the paper "The Impact of Culture on consumers' Perceptions of Service Recovery Efforts" (co-authored with A. Matills of Penn State University)
- 2001 - Best Paper Australian and New Zealand Marketing Academy (ANZMAC) Conference for the paper "Determinants of Export Performance Across Service Types: A Conceptual Model" (co-authored with V. La and C. Styles).
Positions Held
- January 1 2005- present: Head, School of Marketing, UNSW
- 1998-2009: Adjunct Professor, Graduate School of Business, Thammasat University, Bangkok, Thailand
- 2002-06: Visiting Professor, Mahidol University, Thailand
- 2008: visiting nProfessor, Fudan University, China
Professional Memberships
- American Marketing Association
- Australian Customer Service Association
Background:
Prior to joining the teaching profession, Paul held management and marketing positions in the banking, telecommunications, marketing research and public sectors, and later with an international management consultancy firm. He has taught or been a Visiting Professor at the universities of Wollongong, Sydney (Graduate School of Management), Michigan State University in the USA, and more recently Assumption University (ABAC) Graduate School, Mahidol, Chiang Maiand Thammasat Universities in Thailand and Fudan University in China. He is Adjunct Professor at Thammasat University.
His research, teaching and consulting interests revolve around marketing in service industries, more specifically modeling customer satisfaction and service quality, relationship marketing, consumer loyalty & switching barriers in service contexts, complaining behaviour and the internationalisation of service firms. His more recent research is cross-cultural in nature - in particular examining customer rage spectrum emotions and behaviours in failed service encounters across East-West cultures.
His research has appeared in the Journal of Retailing, International Journal for Research in Marketing, Journal of the Academy of Marketing Science, Journal of Service Research, Industrial Marketing Management, Advances in Services Marketing and Management, Journal of Consumer Satisfaction/Dissatisfaction & Complaining Behaviour, International Journal of Service Industry Management, European Journal of Marketing, Journal of Services Marketing, Journal of Business-to-Business Marketing, Psychology & Marketing, Asia-Pacific Journal of Management, Journal of Professional Services Marketing, Journal of International Marketing, Journal of Global Marketing and others. He is on the editorial boards of European Journal of Marketing, Journal of Marketing Education and International Journal of Service Industry Management.
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