Staff profile

Dr Lisa Mc Quilken

Position: Senior Lecturer
Faculty or Division: Faculty of Business and Law
Department: Deakin Business School
Campus: Melbourne Burwood Campus
Phone: +61 3 92446716 +61 3 92446716



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

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


• 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


Research 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

Page custodian: External Relations Group
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