Nichola Robertson
Senior Lecturer
BBus MBus (Mktg) Victoria UT, PhD Deakin University
Campus: Melbourne Burwood Campus
Phone: +61 3 924 45069
Email: nichola.robertson@deakin.edu.au
- Harrison, P., Robertson, N., and McQuilken, L., (2011), Consumer Decision Making in Telecommunications, Australian Communications Consumer Action Network (ACCAN) and Centre for Sustainable and Responsible Organisations (CSaRO), $80,000
- 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)
Teaching Interests
- Strategic customer service
- Consumer behaviour
- Marketing communications
- Marketing management
- Services marketing
- Theory in marketing
Research Interests
- Customer complaint behaviour
- Service recovery
- Self-service technology
- Service guarantees
- Customer dissatisfaction
- Customer service
Professional Affiliations
- Australian and New Zealand Marketing Academy
- European Marketing Academy
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12th June 2012