Nichola Robertson

Senior Lecturer

Campus: Melbourne Burwood Campus
Phone: +61 3 924 45069
Email: nichola.robertson@deakin.edu.au

Nichola has lectured in Marketing at La Trobe University and Victoria University where she taught marketing units and supervised research students.
Prior to starting work in academia, Nichola consulted in marketing in the private health care industry.
Deakin University Vice-Chancellor's Award for Teaching Excellence (2009)
Harrison, P., Robertson, N., and McQuilken, L., Australian Communications Consumer Action Network (ACCAN): Consumer Decision Making in Telecommunications, 2011, $30,000 grant.
Deputy Vice-Chancellor's (Academic) Letter of Commendation for Excellence in Teaching (2009. 2010, 2011)
Dean's Letter of Commendation for Excellence in Teaching (2006, 2007)
Faculty of Business and Law Acknowledging and Rewarding Excellent Teaching Award (2006)
Dean's Letter of Commendation for Excellence in Teaching (2005)
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)

Customer service and relationships
Service guarantees
Service recovery
Online customer behaviour
Technology adoption
Antecedents and consequences of customer satisfaction: An empirical examination across self-service technology types (with Associate Professor Heath McDonald)
Consumer online medical self-diagnosis: An empirical examination (with Dr Lisa McQuilken)
Self-service technology complaint channel choice: Exploring consumer motives
Complaint behaviour types in failed self-service technology encounters
The influence of responsibility and stability on consumer complaint behaviour in a guarantee context (with Dr Lisa McQuilken)