Prior to joining academia, Paul 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 productivity, service failure and recovery, cross-cultural service encounters and the internationalisation of service firms.
He has received over a $1 million in competitive research grants. His research has been published in the Journal of the Academy of Marketing Science, Journal of International Business Studies, International Journal of Research in Marketing, Journal of Service Management, Journal of Service Research, Journal of Retailing, California Management Review, European Journal of Marketing, Journal of Business Research, Journal of International Marketing, Journal of Services Marketing, Australasian Marketing Journal, Psychology and Marketing, among others. He is an author of the best selling text: Services Marketing: A South-East Asian and Australian Perspective, now in its 6th edition.
In 2013 he received the American Marketing Association’s Christopher Lovelock Award for Career Contribution to Service Science. In 2010 he was awarded the ANZMAC Researcher of Year award, and honoured with a Fellowship of ANZMAC. In 2008 he received the Outstanding Doctoral Supervision Award from the Australian School of Business.