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Deakin Research

Research Output for Nichola Robertson

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

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Publications

2013 Deakin Graduate School of Business

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 Deakin Graduate School of Business

Robertson, Nichola (2012) Self-service technology complaint channel choice : exploring consumers' motives, Managing service quality, vol. 22, no. 2, pp. 145-164, Emerald Group Publishing Limited, Bingley, England [C1]
ERA journal ID: 22259 – Scopus EID: 2-s2.0-84858397207
Citation counts: Scopus - 1
DRO entry for this publication

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 Deakin Graduate School of Business

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 Deakin Graduate School of Business

Manirujjaman, Md, Polonsky, Michael Jay and Robertson, Nichola (2010) Emotional and rational homepage content : separate dimensions rather than a continuum, in Unknown (ed.), ANZMAC 2010 : Doing more with less : Proceedings of the 2010 Australian and New Zealand Marketing Academy Conference, ANZMAC, Christchurch, New Zealand [E1]
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 Deakin Graduate School of Business

Robertson, Nichola and Shaw, Robin (2009) Predicting the likelihood of voiced complaints in the self-service technology context, Journal of service research, vol. 12, no. 1, pp. 100-116, Sage Publications, Thousand Oaks, Calif. [C1]
ERA journal ID: 19838 – Scopus EID: 2-s2.0-69849111546
Citation counts: Scopus - 15, Thomson - 12
DRO entry for this publication

Robertson, Nichola and Harrison, Paul (2009) What's wrong with me? Concerns about online medical self-diagnosis, in Tojib, Dewi (eds), ANZMAC 2009 : Sustainable management and marketing conference, Monash University, Melbourne, Vic. [E1]
DRO entry for this publication

Robertson, Nichola and McDonald, Heath (2009) Antecedents and consequences of customer satisfaction with interactive voice response, in Tojib, Dewi (eds), ANZMAC 2009 : Sustainable management and marketing conference, Monash University, Melbourne, Vic. [E1]
DRO entry for this publication

Robertson, Nichola and Kandampully, Jay* (2009) e-Word of mouth : the role of e-service guarantees and e-recovery, in Stauss, B et al (eds), QUIS 2009 : Proceedings of the eleventh International Conference in Services, Ingolstadt School of Management, Wolfsburg, Germany [E3]
DRO entry for this publication

2008 Deakin Graduate School of Business

Robertson, Nichola L. and Shaw, Robin N. (2008) Exploring self-service technology powerlessness, 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. 1-7, Promaco Conventions, Canning Bridge, W.A. [E1]
DRO entry for this publication

Robertson, Nichola and Shaw, Robin (2008) Consumer dissatisfaction with self-service technologies : an empirical exploration of its antecedents, in Fuxman, Leonara (eds), GBATA 2008 : Global Business and Technology Association Tenth International Conference, pp. 923-930, Global Business and Technology Association, New York, N.Y. [E1]
DRO entry for this publication

Vieceli, Julian and Robertson, Nichola (2008) Conceptualising the effect of self-service technologies on established brands, in Unknown (ed.), AM 2008 : Reflective marketing in a material world : Academy of Marketing Annual Conference 2008 Proceedings, pp. 1-11, Robert Gordon University, Aberdeen, Scotland [E1]
DRO entry for this publication

Robertson, N. (2008) Strategic customer service, ABC Radio, ABC Radio, Melbourne, Vic. [M]
DRO entry for this publication

Robertson, N. (2008) Member Editorial Advisory Baord: Managing Service Quality [Z]
no DRO entry yet for this publication

Robertson, N. (2008) Co-Editor Deakin Business Review [Z]
no DRO entry yet for this publication

2007 Deakin Graduate School of Business

Robertson, Nichola and Shaw, Robin (2007) Revisiting the typology of complaining behaviour: the context of self-service technologies, in Unknown (ed.), Flexible marketing in an unpredictable world : proceedings of the 36th EMAC conference held 22-25 May 2007, Reykjavik, Iceland., European Marketing Academy, Iceland [E1]
DRO entry for this publication

Robertson, Nichola and Shaw, Robin (2007) Self-service technologies and voice intentions : an empirical investigation, in Thyne, Maree; Deans, Kenneth R. and Gnoth, Juergen (eds), ANZMAC 2007 : 3Rs, reputation responsibility relevance, pp. 2655-2663, University of Otago, School of Business, Dept. of Marketing, Dunedin, N.Z. [E1]
DRO entry for this publication

2006 Deakin Graduate School of Business

Robertson, Nichola and Shaw, Robin (2006) Conceptualizing the ιnfluence of the self-service technology context on consumer voice, Services marketing quarterly, vol. 27, no. 2, pp. 33-50, Hapworth Press Inc., Binghamton, N.Y. [C1]
ERA journal ID: 19863 – Scopus EID: 2-s2.0-33746831999
Citation counts: Scopus - 5
DRO entry for this publication

Robertson, Nichola and Shaw, Robin (2006) Consumer complaint channel choice in self-service technology encounters, in Ali, Yunus and van Dessel, Maria (eds), ANZMAC 2006 : Advancing theory, maintaining relevance, proceedings, pp. 1-7, Queensland University of Technology, School of Advertising, Marketing and Public Relations, Brisbane, Qld. [E1]
DRO entry for this publication

2005 Deakin Graduate School of Business

Bove, Liliana L.* and Robertson, Nichola L. (2005) Exploring the role of relationship variables in predicting customer voice to a service worker, Journal of retailing and consumer services, vol. 12, no. 2, pp. 83-97, Pergamon, Kidlington, England [C1]
ERA journal ID: 19837 – Scopus EID: 2-s2.0-13244295446
Citation counts: Scopus - 11
DRO entry for this publication

Robertson, Nichola L. and Shaw, Robin N. (2005) The measurement of attribution of blame in the self-service technology context, in Purchase, Sharon (eds), ANZMAC 2005 : Broadening the boundaries, conference proceedings, pp. 226-232, ANZMAC, Dunedin, N.Z. [E1]
DRO entry for this publication

2004 Deakin Graduate School of Business

Robertson, Nichola and Shaw, Robin (2004) The need to vent and dissatisfactory self-service technology encounters, in Wiley, Jim and Thirkell, Peter (eds), ANZMAC 2004 : marketing accountabilities and responsibilities, conference proceedings, ANZMAC, Dunedin, N.Z. [E1]
DRO entry for this publication

2003 Deakin Graduate School of Business

Bove, Liliana*, Robertson, Nichola and Pervan, Simon* (2003) Customer citizenship behaviours : towards the development of a typology, in Kennedy, Rachel (eds), ANZMAC 2003 : a celebrations of Ehrenberg and Bass : marketing discoveries, knowledge and contribution, conference proceedings, pp. 331-338, University of South Australia, Adelaide, S.A. [E1.1]
DRO entry for this publication

Robertson, Nichola and Bove, Liliana L.* (2003) Assessing the effects of trust, commitment and power on the likelihood of customer voice behavior in customer and service worker relationships, in Fish, Michel (eds), SERVSIG Services Research Conference : proceedings, American Marketing Association, Chicago, Ill. [E1.1]
DRO entry for this publication

Robertson, Nichola, Bove, Liliana L.* and Pervan, Simon J.* (2003) Exploring the relationship between customer loyalty to the service worker and customer citizenship behaviors to the service organization, in Lewin, Jeffrey E. (eds), Marketing across borders and boundaries understanding cross-functional and inter-disciplinary interfaces within an increasingly global environment : Perth, Western Australia, June 11-14, 2003, pp. 1-6, Academy of Marketing Science, Perth, W.A. [E1.1]
DRO entry for this publication

2002 School of Management and Marketing

Robertson, Nichola and Shaw, Robin (2002) The dimensions of self-service technologies and the relation to 'self', in Shaw, Robin; Adam, Stewart and McDonald, Heath (eds), ANZMAC 2002 : conference proceedings, pp. 3161-3167, Deakin University, Geelong, Vic. [E1]
DRO entry for this publication

2001 School of Management and Marketing

Robertson, Nichola and Shaw, Robin (2001) Consumer complaint behaviour and relationship marketing: a research agenda, in Chetty, Sylvie and Collins, Brett (eds), Proceedings of The Australian and New Zealand Marketing Academy Conference, pp. 1-8, ANZMAC, Auckland, New Zealand [E1]
DRO entry for this publication

Robertson, Nichola and Shaw, Robin (2001) A conceptual alignment of relationship marketing and consumer complaint behavior: the moderating role of technology in consumer-service provider relationships, in Paulin, Michèle and Ferguson, Ronald (eds), 9th international colloquium in relationship marketing, pp. 69-87, Concordia University, Montreal, Canada [E1]
DRO entry 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 Nichola Robertson

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

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23rd July 2011