Biography
Dr Nichola Robertson is an Associate Professor in the Department of Marketing, Deakin Business School. Nichola has lectured in marketing at several Victorian universities previously. Her research interests are in the field of Service Marketing, with a particular focus on dissatisfactory service experiences, self-service technologies and consumer vulnerability.
Nichola's research has been published in the Journal of Service Research, European Journal of Marketing, Journal of Services Marketing, Journal of Service Theory and Practice, Journal of Retailing and Consumer Services and International Journal of Hospitality Management, among others. Her research has also been referred to in the trade press and mainstream media. Nichola has been the recipient of several awards for both her research and teaching. She currently serves on the Editorial Review Boards of the Journal of Services Marketing and Journal of Service Theory and Practice.
Read more on Nichola's profileResearch interests
- Customer Complaint Behaviour
- Service Recovery
- Self-Service Technology
- Service Failure
- Customer Service
- Customer Vulnerability
- Healthcare
Affiliations
- Editorial Board, Journal of Services Marketing (JSM).
- Editorial Board, Journal of Service Theory and Practice (JSTP).
Teaching interests
- Strategic Customer Service
- Consumer Behaviour
- Marketing Communications
- Marketing Management
- Services Marketing
- Theory in Marketing
- Marketing Fundamentals
Conferences
- 'Consumer powerlessness: The In-Vitro Fertilisation (IVF) service experience', Australian and New Zealand Marketing Academy Conference (ANZMAC), RMIT University, Australia, 1-6 December 2017.
- 'How power influences other-focused actions', Australian and New Zealand Marketing Academy Conference (ANZMAC), RMIT University, Australia, 1-6 December 2017.
- 'How to make the powerful focus on other people?', Summer American Marketing Association Conference, American Marketing Association (AMA), USA, 4-6 August 2017.
Professional activities
Awards
- Deakin University Vice-Chancellor's Award for Outstanding Contributions to Learning (team award), 2018.
- Head of Department (Marketing) Commendation for Excellence in Teaching, Deakin Business School, 2018.
- Faculty Excellence Award for Learning (team award for the use of WordPress for student blogging), 2017.
- Head of Department (Marketing) Commendation for Excellence in Teaching, Deakin Business School, 2017.
- Head of Department (Marketing) Letter of Commendation for Excellence in Teaching, Deakin Business School, 2016.
- Australasian Journal of Marketing Altmetrics top rated article, 2014.
- Head of School Award for Excellence in Teaching, Deakin University, 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, 2009/2010/2011.
- 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, Deakin University, 2006.
- Dean's Letter of Commendation for Excellence in Teaching, Deakin University, 2005/2006/2007.
- 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
N Robertson, J Rotman, L McQuilken, A Ringer
(2023), Vol. 40, pp. 825-844, Psychology and Marketing, London, Eng., C1
Value creation process and outcomes in social inclusion focused services
E Winston, A Ferdous, R Rentschler, F Azmat, N Robertson
(2022), Vol. 56, pp. 840-868, European Journal of Marketing, Bingley, Eng., C1
Refugee awareness of a transformative intervention to increase blood donations
M Polonsky, A Ferdous, N Robertson, S Jones, A Renzaho, J Telenta
(2022), pp. 1-17, Journal of Services Marketing, Bingley, Eng., C1
N Robertson, Y Tsarenko, M Polonsky, L McQuilken
(2021), Vol. 35, pp. 706-721, Journal of Services Marketing, C1
Frontline health professionals' perceptions of their adaptive competences in service recovery
L McQuilken, N Robertson, G Abbas, M Polonsky
(2020), Vol. 28, pp. 70-94, Journal of strategic marketing, Abingdon, Eng., C1
Consumer engagement on Twitter: perceptions of the brand matter
W Read, N Robertson, L McQuilken, A Ferdous
(2019), Vol. 53, pp. 1905-1933, European journal of marketing, Bingley, Eng., C1
A continuum of transformative service exchange: insights for service and social marketers
J Previte, N Robertson
(2019), Vol. 33, pp. 671-686, Journal of services marketing, Bingley, Eng., C1
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
Design for service inclusion: creating inclusive service systems by 2050
R Fisk, A Dean, L Alkire (née Nasr), A Joubert, J Previte, N Robertson, M Rosenbaum
(2018), Vol. 29, pp. 834-858, Journal of Service Management, C1
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
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
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
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
N Robertson, M Polonsky, L McQuilken
(2014), Vol. 22, pp. 246-256, Australasian marketing journal, Amsterdam, The Netherlands, C1
L McQuilken, N Robertson
(2013), Vol. 37, pp. 537-562, Journal of hospitality and tourism research, Thousand Oaks, Calif., C1
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
Self-service technology complaint channel choice : exploring consumers' motives
N Robertson
(2012), Vol. 22, pp. 145-164, Managing service quality, Bingley, England, C1
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
Implementation of an enhanced recovery programme following pancreaticoduodenectomy
Nichola Robertson, Peter Gallacher, Natalie Peel, O Garden, Mark Duxbury, Kristoffer Lassen, Rowan Parks
(2012), Vol. 14, pp. 700-708, HPB, Amsterdam, The Netherlands, C1-1
L McQuilken, N Robertson
(2011), Vol. 30, pp. 953-962, Intenational journal of hospitality management, Oxford, England, C1
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
Seeking straight answers : consumer decision-making in telecommunications
P Harrison, L McQuilken, N Robertson, K Chalmers
(2011), A6
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
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
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
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
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
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
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
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
N Robertson, R Shaw
(2008), pp. 923-930, GBATA 2008 : Global Business and Technology Association Tenth International Conference, Madrid, Spain, E1
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
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
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
Conceptualizing the ιnfluence 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
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
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
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
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
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
N Robertson, L Bove
(2003), SERVSIG Services Research Conference : proceedings, France, E1-1
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
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
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
N Robertson, R Shaw
(2001), pp. 69-87, 9th international colloquium in relationship marketing, Montreal, Canada, E1
Funded Projects at Deakin
Industry and Other Funding
Consumer decision making in telecommunications
Dr Paul Harrison, Dr Lisa McQuilken, A/Prof Nichola Robertson
Aust Communications Consumer Action Network
- 2011: $30,000
SOCAP (Society of Consumer Affairs Professionals Australia)
Dr Jeffrey Rotman, Prof Joshua Newton, A/Prof Nichola Robertson
Society of Consumer Affairs Professionals in Business Australia Inc
- 2024: $25,767
Supervisions
. Johnny
Thesis entitled: Consumer Evaluations and Organisational Responses to Catastrophic Service Failures
Doctor of Business Administration, Department of Marketing
Wayne Alexander Read
Thesis entitled: An Empirical Examination of Consumer Engagement in the Twitter Context
Doctor of Philosophy, Department of Marketing
Nankya Mariah Nakintu
Thesis entitled: Actor negatively valenced engagement and well-being outcomes in subsistence marketplaces
Doctor of Philosophy, Department of Marketing
Abolfazl Keshavarzsaleh
Thesis entitled: Consumer Activism: Role of Relational Constructs
Doctor of Philosophy, Department of Marketing
Kaushalya Nallaperuma
Thesis entitled: The Effect of Power on Consumers' Other-Focused Decision-Making
Doctor of Philosophy, Department of Marketing
Md Manirujjaman
Thesis entitled: Examining the Interaction Between Consumer Personality and Homepage Content
Doctor of Philosophy, Department of Marketing
Ghassan Abass
Thesis entitled: The Antecedents of Health Professionals' Service Recovery Performance
Doctor of Philosophy, Department of Marketing