Dr Lisa McQuilken

STAFF PROFILE

Position

Senior Lecturer

Faculty

Faculty of Business and Law

Department

BL Deakin Business School

Campus

Melbourne Burwood Campus

Qualifications

Bachelor of Commerce, University of Melbourne, 1983
Master of Business in Tourism, Victoria Univ. of Technology, 1997
Doctor of Philosophy, Deakin University, 2009

Contact

Career highlights

• 2009 Services marketing track best paper award, ANZMAC
• 2009 Faculty of Business and Law excellence in teaching exemplar award
• 2008 School of Management and Marketing inaugural annual teaching award
• 2006 Faculty of Business and Law acknowledging and rewarding teaching award
• 1996 Pacific Asia Tourism Association (PATA) award for best postgraduate student

Affiliations

• Member of the Australian Marketing Institute
• Member of the Melbourne University Alumni
• Member of the Australian and New Zealand Marketing Academy

Knowledge areas

• Service failure and recovery
• The influence of service guarantees as a recovery tool
• e-WOM and e-recovery
• Justice-based service recovery
• SST guarantees
• Consumer complaining behaviour

Projects

• The antecedents of health professionals’ recovery performance
• Consumer engagement in a social media environment: An empirical examination
• Examining customer satisfaction across self-service technologies
• Framing of price in telecommunications advertising: An Australian study
• Effects of unit pricing and terms and conditions type size in telecommunications advertising
• Examining the effect of service worker responses to customer failures

Publications

Filter by

2016

Examining customer evaluations across different self-service technologies

Dr Nichola Robertson, A/Prof Heath McDonald, Civilai Leckie, Dr Lisa McQuilken

(2016), Vol. 30, pp. 88-102, Journal of services marketing, Bingley, Eng., C1

journal
2013

Who chose this restaurant anyway? The effect of responsibility for choice, guarantees and failure stability on customer complaining

Dr Lisa McQuilken, Dr Nichola Robertson

(2013), Vol. 37, pp. 537-562, Journal of hospitality and tourism research, Thousand Oaks, Calif., C1

journal

Is guarantee compensation enough? The important role of fix and employee effort in restoring justice

Dr Lisa McQuilken, A/Prof Heath Mc Donald, A/Prof Andrea Vocino

(2013), Vol. 33, pp. 41-50, International journal of hospitality management, Amsterdam, The Netherlands, C1

journal
2012

Consumer complaints and recovery through guaranteeing self-service technology

Dr Nichola Robertson, Dr Lisa McQuilken, Jay Kandampully

(2012), Vol. 11, pp. 21-30, Journal of consumer behaviour : an international research review, West Sussex, England, C1

journal
2011

Conceptualising levels of customer relational outcomes within social media

Mr Wayne Alexander Read, Dr Nichola Robertson, Dr Lisa McQuilken

(2011), pp. 1-10, ANZMAC 2011 conference proceedings : Marketing in the Age of Consumerism : Jekyll or Hyde?, Perth W. A., E1

conference

A novel romance : the technology acceptance model with emotional attachment

Mr Wayne Alexander Read, Dr Nichola Robertson, Dr Lisa McQuilken

(2011), Vol. 19, pp. 223-229, Australasian marketing journal, Oxford, England, C1

journal

The influence of guarantees, active requests to voice and failure severity on customer complaint behavior

Dr Lisa McQuilken, Dr Nichola Robertson

(2011), Vol. 30, pp. 953-962, Intenational journal of hospitality management, Oxford, England, C1

journal
2010

A novel romance : conceptualising emotional attachment as a barrier to adoption

Mr Wayne Alexander Read, Dr Lisa McQuilken, Dr Nichola Robertson

(2010), pp. 1-8, ANZMAC 2010 : Doing more with less : Proceedings of the 2010 Australian and New Zealand Marketing Academy Conference, Christchurch, New Zealand, E1

conference

There's a fly in my soup : the influence of service guarantees and personal requests on customer voice

Dr Lisa McQuilken, Dr Nichola Robertson

(2010), pp. 1-9, ANZMAC 2010 : Doing more with less : Proceedings of the 2010 Australian and New Zealand Marketing Academy Conference, Christchurch, N.Z., E1

conference

The influence of failure severity and employee effort on service recovery in a service guarantee context

Dr Lisa McQuilken

(2010), Vol. 18, pp. 214-221, Australasian marketing journal, Oxford, England, C1

journal
2009

The influence of failure severity and perceived employee effort on consumers' postcomplaint negative WOM intentions in a service guarantee context

Dr Lisa McQuilken

(2009), pp. 1-9, ANZMAC 2009 : Sustainable management and marketing conference, Melbourne, Vic., E1

conference

The influence of guarantee compensation and fix on service recovery

Dr Lisa McQuilken

(2009), pp. 1-10, ANZMAC 2009 : Sustainable management and marketing conference, Melbourne, Vic., E1

conference
2008

Service recovery in a service guarantee context

Dr Lisa McQuilken, A/Prof David Bednall

(2008), pp. 1-8, ANZMAC 2008 : Australian and New Zealand Marketing Academy Conference 2008 : Marketing : Shifting the Focus from Mainstream to Offbeat, Canning Bridge, W.A., E1

conference
2007

The influence of locus of attribution, level of employee authority and employee concern on consumers postrecovery evaluations

Dr Lisa McQuilken, Anna Perry

(2007), pp. 2745-2752, ANZMAC 2007 : 3Rs, reputation responsibility relevance, Dunedin, New Zealand, E1

conference

The influence of procedural and interactional justice, and disconfirmation on customers post recovery satisfaction evaluations

Dr Lisa McQuilken, A/Prof Andrea Vocino, A/Prof David Bednall

(2007), pp. -, ANZMAC 2007 : 3Rs, reputation responsibility relevance, Dunedin, N.Z., E1

conference

Justice-based service recovery in a service guarantee context

Dr Lisa McQuilken, A/Prof David Bednall

(2007), Vol. 3, pp. 76-89, Journal of the international society of business disciplines, Maryville, MO, C1

journal
2006

Service guarantee redress options in a hotel environment

Dr Lisa McQuilken

(2006), pp. -, ANZMAC 2006 : Advancing theory, maintaining relevance, proceedings, Brisbane, Qld., E1

conference
2005

The relationship between respondent attitudes and intended behaviour regarding socio-demographic questions in survey research: an empirical investigation using online surveys

Dr Lisa McQuilken, Miss Olga Katakis, A/Prof Heath Mc Donald

(2005), Vol. 7, pp. 1-10, Journal of current research in global business, Delaware, Ill., C1

journal

An empirical investigation of customer satisfaction and loyalty across two divergent bank segments

Mr Marcin Pont, Dr Lisa McQuilken

(2005), Vol. 9, pp. 344-359, Journal of financial services marketing, London, England, C1

journal

Service failure and recovery in the presence of service guarantees

Dr Lisa McQuilken, Prof Robin Shaw

(2005), pp. 153-160, ANZMAC 2005 : Broadening the boundaries, conference proceedings, Dunedin, N.Z., E1

conference
2004

The effect of attittudes and experience on respondent answers to demographic questions in on-line surveys

A/Prof Heath Mc Donald, Dr Lisa McQuilken, Miss Olga Katakis

(2004), pp. 1-7, ANZMAC 2004 : marketing accountabilities and responsibilities, conference proceedings, Dunedin, N.Z., E1

conference
2003

The robustness of the behavioural-intentions battery in services scenarios

Dr Lisa McQuilken, Prof Robin Shaw

(2003), pp. 2190-2196, ANZMAC 2003 : a celebrations of Ehrenberg and Bass : marketing discoveries, knowledge and contribution, conference proceedings, Dunedin, N.Z., E1

conference

Service guarantees and customer satisfaction: an empirical study of guarantee type and service experience

Rania Salha, Dr Lisa McQuilken, Prof Robin Shaw

(2003), pp. 206-214, Proceedings of the ... conference : selected papers and notes, Warrensburg, Mo., E1

conference

The relationship between individual dimensions of service quality and service loyalty within the Australian banking industry: an empirical investigation of retirees and university students

Dr Lisa McQuilken, Mr Marcin Pont

(2003), Vol. 5, pp. 71-83, The journal of current research in global business, Delaware, Ill., C1

journal
2002

Testing the Fit of the BANKSERV model to BANKPERF data

Mr Marcin Pont, Dr Lisa McQuilken

(2002), pp. 861-867, Proceedings of the Australian and new Zealand Marketing Academy Conference 2002, Dunedin, N.Z., E1

conference

Testing the factor structure of the behavioral-intentions battery: an empirical study of the Australian banking industry

Mr Marcin Pont, Dr Lisa McQuilken

(2002), pp. 2901-2907, Proceedings of the Australian and New Zealand Marketing Academy Conference 2002, Dunedin, N.Z., E1

conference
2001

How cultural differences cause dimensions of tourism satisfaction

Lindsay W. Turner, Yvette Reisinger, Dr Lisa McQuilken

(2001), Vol. 11, pp. 79-101, Journal of travel & tourism marketing, London, England, C1

journal

Relationship marketing and pay TV: satisfaction, complaining behavior, service recovery, and repurchase

Dr Lisa McQuilken, Ron Breth, Prof Robin Shaw

(2001), pp. 1-17, 9th international colloquium in relationship marketing, John Molson School of Business, Concordia University, E1

conference

Satisfaction, complaining behaviour and repurchase: an empirical study of a subscription service

Dr Lisa McQuilken, Ron Breth, Prof Robin Shaw

(2001), pp. 1-7, Proceedings of the Australian and New Zealand Marketing Academy Conference 2001., Auckland, N.Z., E1

conference

The impact of service intangibility on consumer service quality expectations

Debora Trifa, Dr Lisa McQuilken

(2001), pp. 1-7, Proceedings of the Australian and New Zealand Marketing Academy Conference 2001., Auckland, N.Z., E1

conference