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Deakin Research

Research Output for Lisa Mc Quilken

Note: The 2012, 2013, 2014 publications have not been audited.

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Publications

2013 School of Management and Marketing

McQuilken, Lisa, McDonald, Heath* and Vocino, Andrea (2013) Is guarantee compensation enough? The important role of fix and employee effort in restoring justice, International journal of hospitality management, vol. 33, pp. 41-50, Elsevier, Amsterdam, The Netherlands [C1]
ERA journal ID: 19662 – Scopus EID: Not tagged
DRO entry for this publication

McQuilken, Lisa and Robertson, Nichola (2013) Who chose this restaurant anyway? The effect of responsibility for choice, guarantees and failure stability on customer complaining, Journal of hospitality and tourism research, vol. 37, no. 4, pp. 537-562, Sage, Thousand Oaks, Calif. [C1]
ERA journal ID: 19671 – Scopus EID: Not tagged
DRO entry for this publication

2012 School of Management and Marketing

Robertson, Nichola, McQuilken, Lisa and Kandampully, Jay* (2012) Consumer complaints and recovery through guaranteeing self-service technology, Journal of consumer behaviour : an international research review, vol. 11, no. 1, pp. 21-30, John Wiley & Sons Ltd., West Sussex, England [C1]
ERA journal ID: 19810 – Scopus EID: 2-s2.0-84856284323
Citation counts: Scopus - 3, Thomson - 1
DRO entry for this publication

2011 School of Management and Marketing

Harrison, Paul, McQuilken, Lisa, Robertson, Nichola and Chalmers, Kathryn (2011) Seeking straight answers : consumer decision-making in telecommunications, Deakin University [A6]
DRO entry for this publication

McQuilken, Lisa and Robertson, Nichola (2011) The influence of guarantees, active requests to voice and failure severity on customer complaint behavior, Intenational journal of hospitality management, vol. 30, no. 4, pp. 953-962, Pergamon, Oxford, England [C1]
ERA journal ID: 19662 – Scopus EID: Not tagged
Citation counts: Thomson - 5
DRO entry for this publication

Read, Wayne, Robertson, Nichola and McQuilken, Lisa (2011) A novel romance : the technology acceptance model with emotional attachment, Australasian marketing journal, vol. 19, no. 4, pp. 223-229, Elsevier, Oxford, England [C1]
ERA journal ID: 19788 – Scopus EID: Not tagged
DRO entry for this publication

Read, Wayne, Robertson, Nichola and McQuilken, Lisa (2011) Conceptualising levels of customer relational outcomes within social media, in MacCarthy, Martin and Sanders, Dale (eds), ANZMAC 2011 : conference proceedings : Marketing in the Age of Consumerism : Jekyll or Hyde?, pp. 1-10, ANZMAC 2011 Conference, Perth W. A. [E1]
DRO entry for this publication

2010 School of Management and Marketing

McQuilken, Lisa (2010) The influence of failure severity and employee effort on service recovery in a service guarantee context, Australasian marketing journal, vol. 18, no. 4, pp. 214-221, Elsevier Ltd, Oxford, England [C1]
ERA journal ID: 19788 – Scopus EID: 2-s2.0-77957759990
Citation counts: Scopus - 2
DRO entry for this publication

McQuilken, Lisa and Robertson, Nichola (2010) There's a fly in my soup : the influence of service guarantees and personal requests on customer voice, in Ballantine, Paul and Finsterwalder, Jörg (eds), ANZMAC 2010 : Doing more with less : Proceedings of the 2010 Australian and New Zealand Marketing Academy Conference, pp. 1-9, University of Canterbury, Christchurch, N.Z. [E1]
DRO entry for this publication

Read, Wayne, McQuilken, Lisa and Robertson, Nichola (2010) A novel romance : conceptualising emotional attachment as a barrier to adoption, in Unknown (ed.), ANZMAC 2010 : Doing more with less : Proceedings of the 2010 Australian and New Zealand Marketing Academy Conference, pp. 1-8, ANZMAC, Christchurch, New Zealand [E1]
DRO entry for this publication

2009 School of Management and Marketing

McQuilken, Lisa (2009) The influence of guarantee compensation and fix on service recovery, in Tojib, Dewi (eds), ANZMAC 2009 : Sustainable management and marketing conference, pp. 1-10, Monash University, Melbourne, Vic. [E1]
DRO entry for this publication

McQuilken, Lisa (2009) The influence of failure severity and perceived employee effort on consumers' postcomplaint negative WOM intentions in a service guarantee context, in Tojib, Dewi (eds), ANZMAC 2009 : Sustainable management and marketing conference, pp. 1-9, Monash University, Melbourne, Vic. [E1]
DRO entry for this publication

2008 School of Management and Marketing

McQuilken, Lisa and Bednall, David (2008) Service recovery in a service guarantee context, in Spanjaard, Daniela; Denize, Sara and Sharma, Neeru (eds), ANZMAC 2008 : Australian and New Zealand Marketing Academy Conference 2008 : Marketing : Shifting the Focus from Mainstream to Offbeat, pp. 1-8, Promaco Conventions, Canning Bridge, W.A. [E1]
DRO entry for this publication

2007 School of Management and Marketing

McQuilken, Lisa and Bednall, D. (2007) Justice-based service recovery in a service guarantee context, Journal of the international society of business disciplines, vol. 3, no. 1, pp. 76-89, International Society of Business Disciplines, Maryville, MO [C1]
ERA journal ID: Not matching ERA journal list
DRO entry for this publication

McQuilken, Lisa, Vocino, Andrea and Bednall, David (2007) The influence of procedural and interactional justice, and disconfirmation on customers post recovery satisfaction evaluations, in Thyne, Maree; Deans, Kenneth R. and Gnoth, Juergen (eds), ANZMAC 2007 : 3Rs, reputation responsibility relevance, University of Otago, School of Business, Dept. of Marketing, Dunedin, N.Z. [E1]
DRO entry for this publication

McQuilken, Lisa and Perry, Anna (2007) The influence of locus of attribution, level of employee authority and employee concern on consumers postrecovery evaluations, in Thyne, Maree; Deans, Kenneth and Gnoth, Juergen (eds), ANZMAC 2007 : 3Rs, reputation responsibility relevance, pp. 2745-2752, University of Otago, School of Business, Dept. of Marketing, Dunedin, New Zealand [E1]
DRO entry for this publication

2006 School of Management and Marketing

McQuilken, Lisa (2006) Service guarantee redress options in a hotel environment, in Patti, Charles and Drennan, Judy (eds), ANZMAC 2006 : Advancing theory, maintaining relevance, proceedings, Queensland University of Technology, School of Advertising, Marketing and Public Relations, Brisbane, Qld. [E1]
DRO entry for this publication

McQuilken, Lisa and Bednall, David (2006) Justice-based service recovery in a service guarantee context, International Society of Business Disciplines Conference, p. 1 [L3]
DRO entry for this publication

2005 School of Management and Marketing

McQuilken, Lisa, Katakis, Olga and McDonald, Heath (2005) The relationship between respondent attitudes and intended behaviour regarding socio-demographic questions in survey research: an empirical investigation using online surveys, Journal of current research in global business, vol. 7, no. 11, pp. 1-10, Association for Global Business, Delaware, Ill. [C1]
ERA journal ID: Not matching ERA journal list
DRO entry for this publication

Pont, Marcin and McQuilken, Lisa (2005) An empirical investigation of customer satisfaction and loyalty across two divergent bank segments, Journal of financial services marketing, vol. 9, no. 4, pp. 344-359, Henry Stewart Publications, London, England [C1]
ERA journal ID: 19815 – Scopus EID: Not tagged
DRO entry for this publication

McQuilken, Lisa and Shaw, Robin (2005) Service failure and recovery in the presence of service guarantees, in Purchase, Sharon (eds), ANZMAC 2005 : Broadening the boundaries, conference proceedings, pp. 153-160, Australian and New Zealand Marketing Academy, Dunedin, N.Z. [E1]
DRO entry for this publication

2004 School of Management and Marketing

McDonald, Heath, McQuilken, Lisa and Katakis, Olga (2004) The effect of attittudes and experience on respondent answers to demographic questions in on-line surveys, in Wiley, Jim and Thirkell, Peter (eds), ANZMAC 2004 : marketing accountabilities and responsibilities, conference proceedings, pp. 1-7, ANZMAC, Dunedin, N.Z. [E1]
DRO entry for this publication

2003 School of Management and Marketing

McQuilken, Lisa and Pont, Marcin (2003) The relationship between individual dimensions of service quality and service loyalty within the Australian banking industry: an empirical investigation of retirees and university students, The journal of current research in global business, vol. 5, no. 7, pp. 71-83, Delaware State University, Delaware, Ill. [C1]
ERA journal ID: Not matching ERA journal list
DRO entry for this publication

McQuilken, Lisa and Shaw, Robin (2003) The robustness of the behavioural-intentions battery in services scenarios, in Kennedy, Rachel (eds), ANZMAC 2003 : a celebrations of Ehrenberg and Bass : marketing discoveries, knowledge and contribution, conference proceedings, pp. 2190-2196, ANZMAC, Dunedin, N.Z. [E1]
DRO entry for this publication

Salha, R., McQuilken, Lisa and Shaw, Robin (2003) Service guarantees and customer satisfaction: an empirical study of guarantee type and service experience, in Byles, Charles M. (eds), Proceedings of the Association for Global Business Conference : selected papers and notes, pp. 206-214, Center for International Business, Warrensburg, Mo. [E1]
DRO entry for this publication

2002 School of Management and Marketing

Pont, Marcin and McQuilken, Lisa (2002) Testing the Fit of the BANKSERV model to BANKPERF data, in Shaw, Robin N.; Adam, Stewart and McDonald, Health (eds), ANZAM 2002 : Proceedings of the Australian and new Zealand Marketing Academy Conference 2002, pp. 861-867, ANZMAC, Dunedin, N.Z. [E1]
DRO entry for this publication

Pont, Marcin and McQuilken, Lisa (2002) Testing the factor structure of the behavioral-intentions battery: an empirical study of the Australian banking industry, in Shaw, Robin N.; Adam, Stewart and McDonald, Health (eds), ANZMAC 2002 : Proceedings of the Australian and New Zealand Marketing Academy Conference 2002, pp. 2901-2907, ANZMAC, Dunedin, N.Z. [E1]
DRO entry for this publication

2001 School of Management and Marketing

Turner, Lindsay W.*, Reisinger, Yvette* and McQuilken, Lisa (2001) How cultural differences cause dimensions of tourism satisfaction, Journal of travel & tourism marketing, vol. 11, no. 1, pp. 79-101, Routledge, London, England [C1]
ERA journal ID: 19711 – Scopus EID: Not tagged
DRO entry for this publication

McQuilken, Lisa, Breth, Ron and Shaw, Robin (2001) Relationship marketing and pay TV: satisfaction, complaining behavior, service recovery, and repurchase, in Ferguson, Ronald and Paulin, Michele (eds), Proceedings of the 9th International Colloquium in Relationship Marketing, pp. 1-17, Montreal, Canada, John Molson School of Business, Concordia Universi [E1]
DRO entry for this publication

McQuilken, Lisa, Breth, Ron and Shaw, Robin (2001) Satisfaction, complaining behaviour and repurchase: an empirical study of a subscription service, in Chetty, Sylvie and Collins, Brett (eds), Proceedings of the Australian and New Zealand Marketing Academy Conference 2001., pp. 1-7, Australian and New Zealand Academy of Marketing, Auckland, N.Z. [E1]
DRO entry for this publication

Trifa, Debra and McQuilken, Lisa (2001) The impact of service intangibility on consumer service quality expectations, in Chetty, Sylvie and Collins, Brett (eds), Proceedings of the Australian and New Zealand Marketing Academy Conference 2001., pp. 1-7, Australian and New Zealand Academy of Marketing, Auckland, N.Z. [E1]
DRO entry for this publication

2000 School of Management and Marketing

McQuilken, L., Breth, R. and Shaw, R. (2000) Consumer Expectations and Satisfaction Levels: An Evaluation of Tourism in the Otway Region, in Aron O'Cass (ed.), ANZMAC 2000: Australian and New Zealand Marketing Academy Conference, pp. 811-815, Australian and New Zealand Marketing Academy, Gold Coast,Queensland [E1]
no DRO entry yet for this publication

Grants and Consultancies

All years

Research Income - Industry and Other Funding

Harrison, P, Robertson, N and Mc Quilken, L. Consumer decision making in telecommunications [V]

  • 2011: $30,000

Higher Degree by Research Completions supervised by Lisa Mc Quilken

No completions found or audited.

Legend:
* Not a member of Deakin University at time of output.

DRO to publications collection last synchronised: Tuesday 23rd September 2014 10:04pm

Deakin University acknowledges the traditional land owners of present campus sites.

23rd July 2011