Staff profile - Nichola Robertson

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Dr Nichola Robertson

Position: Senior Lecturer
Faculty or Division: Faculty of Business and Law
Department: BL Deakin Business School
Campus: Melbourne Burwood Campus
Phone: +61 3 924 45069 +61 3 924 45069



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.


Teaching Interests

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

Student supervision

MD Manirujjaman (2009-current) Emotional and rational homepage content: Separate dimensions rather than a continuum (under examination)

Wayne Read (2011-current) An empirical examination of customer engagement in the Twitter context 

Johnny (2016) Examining catastrophic service failure: The moderating role of psychological distance


Awards and prizes

  • 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)


Research interests

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

Research grants

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), $60,000

Research page

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