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Dr Nichola Robertson

STAFF PROFILE

Position

Senior Lecturer

Faculty

Faculty of Business and Law

Department

BL Deakin Business School

Campus

Melbourne Burwood Campus

Contact

Biography

Dr Nichola Robertson is a Senior Lecturer in Marketing in the Deakin Business School. She has lectured in Marketing at several Victorian universities. Her research interests are in the field of service marketing in respect to consumer behaviour. She has worked with industry research partners including the Australian Football League and the Australian Communications Consumer Action Network. Her work has been published in various international and national refereed journals and conference proceedings, including in the world’s leading service journal, the Journal of Service Research. Her work has also been referred to in the mainstream media and trade press. She has been the recipient of several awards for both her research and teaching.

Read more on Nichola's profile

Research interests

  • Customer complaint behaviour
  • Service recovery
  • Self-service technology
  • Customer dissatisfaction
  • Service failure
  • Customer service
  • Customer co-creation
  • Health services

Teaching interests

  • Strategic customer service
  • Consumer behaviour
  • Marketing communications
  • Marketing management
  • Services marketing
  • Theory in marketing

Awards

  • Australasian Journal of Marketing Altmetrics top rated article (2014)
  • Head of School Award for Excellence in Teaching, Deakin Graduate School of Business (2014)
  • Highly Commended Paper Award Winner at the Literati Network Awards for Excellence (2013)
  • Deputy Vice-Chancellor's (Academic) Letter of Commendation for Excellence in Teaching (2009, 2010 and 2011)
  • Deakin University Vice-Chancellor's Award for Teaching Excellence (2009)
  • UniJobs Lecturer of the Year Award, Top 10 Nominee for Deakin University (2008)
  • Faculty of Business and Law Acknowledging and Rewarding Excellent Teaching Award (2006)
  • Dean's Letter of Commendation for Excellence in Teaching (2005, 2006 and 2007)
  • Emerald and Managing Service Quality Award for the 'Best Paper' at the American Marketing Association's SERVSIG Service Research Conference (2003)
  • Australian Marketing Institute Prize for Best Graduate (Master of Marketing) (1998)

Publications

Filter by

2018

Omni-channel service failures and recoveries: refined typologies using Facebook complaints

A Rosenmayer, L McQuilken, N Robertson, S Ogden

(2018), Vol. 32, pp. 269-285, Journal of services marketing, Bingley, Eng., C1

journal
2017

Recovering from other-customer-caused failure: the effect on focal customer complaining

L McQuilken, N Robertson, M Polonsky

(2017), Vol. 26, pp. 83-104, Journal of hospitality marketing and management, London, Eng., C1

journal
2016

Examining customer evaluations across different self-service technologies

N Robertson, H McDonald, C Leckie, L 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

L McQuilken, N Robertson, M Polonsky, P Harrison, D 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?

L Mcquilken, N Robertson, M Polonsky, P 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

N Robertson, M Polonsky, L McQuilken

(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

L McQuilken, N 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

N Robertson, L McQuilken, J 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

N Robertson

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

journal

Understanding consumer decision making and detriment in an essential service

P Harrison, L McQuilken, N Robertson, K Chalmers

(2012), Vol. 32, pp. 1-8, Journal of Macromarketing, Thousand Oaks, Calif., C1-1

journal
2011

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

L McQuilken, N Robertson

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

journal

A novel romance : the technology acceptance model with emotional attachment

W Read, N Robertson, L McQuilken

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

journal

Conceptualising levels of customer relational outcomes within social media

W Read, N Robertson, L McQuilken

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

conference
2010

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

M Manirujjaman, M Polonsky, N Robertson

(2010), 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

W Read, L McQuilken, N 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

L McQuilken, N 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

N Robertson, R Shaw

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

journal

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

N Robertson, P Harrison

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

conference

Antecedents and consequences of customer satisfaction with interactive voice response

N Robertson, H McDonald

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

conference
2008

Conceptualising the effect of self-service technologies on established brands

J Vieceli, N 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

N Robertson, R Shaw

(2008), pp. 923-930, GBATA 2008 : Global Business and Technology Association Tenth International Conference, Madrid, Spain, E1

conference

Exploring self-service technology powerlessness

N Robertson, R Shaw

(2008), pp. 1-7, ANZMAC 2008 : Australian and New Zealand Marketing Academy Conference 2008 : Marketing : shifting the focus from mainstream to offbeat, Olympic Park, Sydney, N.S.W., E1

conference
2007

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

N Robertson, R Shaw

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

conference

Self-service technologies and voice intentions : an empirical investigation

N Robertson, R Shaw

(2007), pp. 2655-2663, ANZMAC 2007 : 3Rs, reputation responsibility relevance, University of Otago, Dunedin, New Zealand, E1

conference
2006

Conceptualizing the ?nfluence of the self-service technology context on consumer voice

N Robertson, R Shaw

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

journal

Consumer complaint channel choice in self-service technology encounters

N Robertson, R Shaw

(2006), pp. 1-7, ANZMAC 2006 : Advancing theory, maintaining relevance, proceedings, Queensland University of Technology, Gardens Point Campus, Brisbane, E1

conference
2005

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

N Robertson, R Shaw

(2005), pp. 226-232, ANZMAC 2005 : Broadening the boundaries, conference proceedings, Perth, Western Australia, E1

conference

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

L Bove, N 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

N Robertson, R Shaw

(2004), ANZMAC 2004 : marketing accountabilities and responsibilities, conference proceedings, Wellington, New Zealand, E1

conference
2003

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

N Robertson, L Bove, S 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, Western Australia, E1-1

conference

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

N Robertson, L Bove

(2003), SERVSIG Services Research Conference : proceedings, France, E1-1

conference

Customer citizenship behaviours : towards the development of a typology

L Bove, N Robertson, S Pervan

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

conference
2002

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

N Robertson, R Shaw

(2002), pp. 3161-3167, ANZMAC 2002 : conference proceedings, Melbourne, Victoria, E1

conference
2001

Consumer complaint behaviour and relationship marketing: a research agenda

N Robertson, R Shaw

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

conference

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

N Robertson, R Shaw

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

conference

Funded Projects at Deakin

Industry and Other Funding

Consumer decision making in telecommunications

Dr Paul Harrison, Dr Lisa McQuilken, Dr Nichola Robertson

  • 2011: $30,000

Supervisions

Principal Supervisor
2016

Wayne Read

Thesis entitled: An Empirical Examination of Consumer Engagement in the Twitter Context

Doctor of Philosophy, Department of Marketing

Associate Supervisor
2016

Md Manirujjaman

Thesis entitled: Examining the Interaction Between Consumer Personality and Homepage Content

Doctor of Philosophy, Department of Marketing

2015

Ghassan Abass

Thesis entitled: The Antecedents of Health Professionals' Service Recovery Performance

Doctor of Philosophy, Department of Marketing