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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

Perceptions of mobile plan unit pricing and terms and conditions

Dr Lisa McQuilken, Dr Nichola Robertson, Prof Michael Polonsky, Dr Paul Harrison, A/Prof David Bednall

(2016), Vol. 34, pp. 734-753, Marketing intelligence and planning, Bingley, Eng., C1

journal
2015

Consumer perceptions of bundles and time-limited promotion deals: Do contracts matter?

Dr Nichola Robertson, Prof Michael Polonsky, Dr Paul Harrison

(2015), Vol. 14, pp. 145-157, Journal of Consumer Behaviour, London, Eng., C1

journal
2014

Are my symptoms serious Dr Google? A resource-based typology of value co-destruction in online self-diagnosis

Dr Nichola Robertson, Prof Michael Polonsky

(2014), Vol. 22, pp. 246-256, Australasian marketing journal, Amsterdam, The Netherlands, 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
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

Self-service technology complaint channel choice : exploring consumers' motives

Dr Nichola Robertson

(2012), Vol. 22, pp. 145-164, Managing service quality, Bingley, England, C1

journal

Understanding consumer decision making and detriment in an essential service

Dr Paul Harrison, Dr Nichola Robertson, Miss Kathryn Chalmers

(2012), Vol. 32, pp. 448-448, Journal of Macromarketing, Thousand Oaks, Calif., C1-1

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

Emotional and rational homepage content : separate dimensions rather than a continuum

Mr Md Manirujjaman, Prof Michael Polonsky, Dr Nichola Robertson

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

conference

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
2009

Predicting the likelihood of voiced complaints in the self-service technology context

Dr Nichola Robertson, Prof Robin Shaw

(2009), Vol. 12, pp. 100-116, Journal of service research, Thousand Oaks, Calif., C1

journal

Antecedents and consequences of customer satisfaction with interactive voice response

Dr Nichola Robertson, A/Prof Heath Mc Donald

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

conference

What's wrong with me? Concerns about online medical self-diagnosis

Dr Nichola Robertson, Dr Paul Harrison

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

conference
2008

Exploring self-service technology powerlessness

Dr Nichola Robertson, Prof Robin Shaw

(2008), pp. 1-7, ANZMAC 2008 : Australian and New Zealand Marketing Academy Conference 2008 : Marketing : shifting the focus from mainstream to offbeat, Canning Bridge, W.A., E1

conference

Conceptualising the effect of self-service technologies on established brands

Mr Julian Vieceli, Dr Nichola Robertson

(2008), pp. 1-11, AM 2008 : Reflective marketing in a material world : Academy of Marketing Annual Conference 2008 Proceedings, Aberdeen, Scotland, E1

conference

Consumer dissatisfaction with self-service technologies : an empirical exploration of its antecedents

Dr Nichola Robertson, Prof Robin Shaw

(2008), pp. 923-930, GBATA 2008 : Global Business and Technology Association Tenth International Conference, New York, N.Y., E1

conference
2007

Revisiting the typology of complaining behaviour: the context of self-service technologies

Dr Nichola Robertson, Prof Robin Shaw

(2007), pp. -, Flexible marketing in an unpredictable world : proceedings of the 36th EMAC conference held 22-25 May 2007, Reykjavik, Iceland., Iceland, E1

conference

Self-service technologies and voice intentions : an empirical investigation

Dr Nichola Robertson, Prof Robin Shaw

(2007), pp. 2655-2663, ANZMAC 2007 : 3Rs, reputation responsibility relevance, Dunedin, N.Z., E1

conference
2006

Consumer complaint channel choice in self-service technology encounters

Dr Nichola Robertson, Prof Robin Shaw

(2006), pp. 1-7, ANZMAC 2006 : Advancing theory, maintaining relevance, proceedings, Brisbane, Qld., E1

conference

Conceptualizing the ιnfluence of the self-service technology context on consumer voice

Dr Nichola Robertson, Prof Robin Shaw

(2006), Vol. 27, pp. 33-50, Services marketing quarterly, Binghamton, N.Y., C1

journal
2005

The measurement of attribution of blame in the self-service technology context

Dr Nichola Robertson, Prof Robin Shaw

(2005), pp. 226-232, ANZMAC 2005 : Broadening the boundaries, conference proceedings, Dunedin, N.Z., E1

conference

Exploring the role of relationship variables in predicting customer voice to a service worker

Liliana L. Bove, Dr Nichola Robertson

(2005), Vol. 12, pp. 83-97, Journal of retailing and consumer services, Kidlington, England, C1

journal
2004

The need to vent and dissatisfactory self-service technology encounters

Dr Nichola Robertson, Prof Robin Shaw

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

conference
2003

Customer citizenship behaviours : towards the development of a typology

Liliana L. Bove, Dr Nichola Robertson, Dr Simon Pervan

(2003), pp. 331-338, ANZMAC 2003 : a celebrations of Ehrenberg and Bass : marketing discoveries, knowledge and contribution, conference proceedings, Adelaide, S.A., E1-1

conference

Assessing the effects of trust, commitment and power on the likelihood of customer voice behavior in customer and service worker relationships

Dr Nichola Robertson, Liliana L. Bove

(2003), pp. -, SERVSIG Services Research Conference : proceedings, Chicago, Ill., E1-1

conference

Exploring the relationship between customer loyalty to the service worker and customer citizenship behaviors to the service organization

Dr Nichola Robertson, Liliana L. Bove, Dr Simon Pervan

(2003), pp. 1-6, Marketing across borders and boundaries understanding cross-functional and inter-disciplinary interfaces within an increasingly global environment : Perth, Western Australia, June 11-14, 2003, Perth, W.A., E1-1

conference
2002

The dimensions of self-service technologies and the relation to 'self'

Dr Nichola Robertson, Prof Robin Shaw

(2002), pp. 3161-3167, ANZMAC 2002 : conference proceedings, Geelong, Vic., E1

conference
2001

A conceptual alignment of relationship marketing and consumer complaint behavior: the moderating role of technology in consumer-service provider relationships

Dr Nichola Robertson, Prof Robin Shaw

(2001), pp. 69-87, 9th international colloquium in relationship marketing, Montreal, Canada, E1

conference

Consumer complaint behaviour and relationship marketing: a research agenda

Dr Nichola Robertson, Prof Robin Shaw

(2001), pp. 1-8, Proceedings of The Australian and New Zealand Marketing Academy Conference, Auckland, New Zealand, E1

conference