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Dr Lisa McQuilken

STAFF PROFILE

Position

Senior Lecturer

Faculty

Faculty of Business and Law

Department

BL Deakin Business School

Campus

Melbourne Burwood Campus

Qualifications

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

Contact

Biography

Dr Lisa McQuilken is a Senior Lecturer in the Department of Marketing in Deakin Business School. Lisa has received awards for both my teaching and research and has experience in many industries including finance, health and fitness, and hospitality. She has lectured and tutored in numerous units at the undergraduate and postgraduate level including Services Marketing, International Marketing, Marketing Research, Marketing Management, Consumer Behaviour, Strategic Marketing, Marketing, Implementation and Control, and Tourism Development. She has extensive experience supervising PhD, Master of Marketing, DBA, and Honours students. Her work has been published at conferences in Italy, Greece, Canada, USA, Mexico, New Zealand and locally.

She has also published extensively in top-ranked journals including the Journal of Services Marketing, the International Journal of Hospitality Management, the Journal of Tourism and Travel Marketing, the Australasian Marketing Journal, the Journal of Consumer Behaviour, and the Journal of Financial Services Marketing. Her current research interests include examining women’s perceptions regarding the IVF service experience. She is a member of the Australian Marketing Institute and the American Marketing Association and has been a member of the Melbourne University Alumni community for over 30 years.

Lisa runs an annual 'Careers in Marketing' event for students that attracts around 100 attendees. The event helps students to prepare for a career in marketing and allows them to network with marketing executives.

Read more on Lisa's profile

Career highlights

  • Services marketing track best paper award, ANZMAC, 2009.
  • Faculty of Business and Law excellence in teaching exemplar award, 2009.
  • School of Management and Marketing inaugural annual teaching award, 2008.
  • Faculty of Business and Law acknowledging and rewarding teaching award, 2006.
  • Pacific Asia Tourism Association (PATA) award for best postgraduate student, 1996.

Research interests

  • Exploring customer apology in co-destroyed service encounters
  • Examining consumer co-creation in service failure
  • To understand the lived service experience of women currently undergoing or who have previously undergone IVF using the lens of consumer vulnerability.

Affiliations

  • Member, Australian Marketing Institute (AMI).
  • Member, Melbourne University Alumni (MUA).
  • Member, Australian and New Zealand Marketing Academy (ANZMA).

Teaching interests

  • Services Marketing

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

Professional activities

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

Publications

Filter by

2020

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

journal article
2019

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

journal article
2018

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

journal article
2017

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

journal article
2016

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

journal article

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

journal article
2015

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

journal article
2014

Are my symptoms serious Dr Google? A resource-based typology of value co-destruction in online self-diagnosis

N Robertson, M Polonsky, L McQuilken

(2014), Vol. 22, pp. 246-256, Australasian marketing journal, Amsterdam, The Netherlands, C1

journal article
2013

Who Chose this Restaurant Anyway? The Effect of Responsibility for Choice, Guarantees, and Failure Stability on Customer Complaining

L McQuilken, N Robertson

(2013), Vol. 37, pp. 537-562, Journal of Hospitality and Tourism Research, C1

journal article

Is guarantee compensation enough? The important role of fix and employee effort in restoring justice

L McQuilken, H McDonald, A Vocino

(2013), Vol. 33, pp. 41-50, International Journal of Hospitality Management, C1

journal article
2012

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, C1

journal article

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

journal article
2011

The influence of guarantees, active requests to voice and failure severity on customer complaint behavior

L McQuilken, N Robertson

(2011), Vol. 30, pp. 953-962, International Journal of Hospitality Management, C1

journal article

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, C1

journal article

Seeking straight answers : consumer decision-making in telecommunications

P Harrison, L McQuilken, N Robertson, K Chalmers

(2011), A6

research report/technical paper

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

conference
2010

The influence of failure severity and employee effort on service recovery in a service guarantee context

L McQuilken

(2010), Vol. 18, pp. 214-221, Australasian Marketing Journal, C1

journal article

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

conference

There's a fly in my soup : the influence of service guarantees and personal requests on customer voice

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

conference
2009

The influence of failure severity and perceived employee effort on consumers' postcomplaint negative WOM intentions in a service guarantee context

L McQuilken

(2009), pp. 1-9, ANZMAC 2009 : Sustainable management and marketing conference, Melbourne, Victoria, E1

conference

The influence of guarantee compensation and fix on service recovery

L McQuilken

(2009), pp. 1-10, ANZMAC 2009 : Sustainable management and marketing conference, Melbourne, Victoria, E1

conference
2008

Service recovery in a service guarantee context

L McQuilken, D Bednall

(2008), pp. 1-8, 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

conference
2007

Justice-based service recovery in a service guarantee context

L McQuilken, D Bednall

(2007), Vol. 3, pp. 76-89, Journal of the international society of business disciplines, Maryville, MO, C1

journal article

The influence of locus of attribution, level of employee authority and employee concern on consumers postrecovery evaluations

L McQuilken, A Perry

(2007), pp. 2745-2752, ANZMAC 2007 : 3Rs, reputation responsibility relevance, University of Otago, Dunedin, NZ, E1

conference

The influence of procedural and interactional justice, and disconfirmation on customers post recovery satisfaction evaluations

L McQuilken, A Vocino, D Bednall

(2007), ANZMAC 2007 : 3Rs, reputation responsibility relevance, University of Otago, Dunedin, New Zealand, E1

conference
2006

Service guarantee redress options in a hotel environment

L McQuilken

(2006), ANZMAC 2006 : Advancing theory, maintaining relevance, proceedings, Queensland University of Technology, Gardens Point Campus, Brisbane, E1

conference
2005

The relationship between respondent attitudes and intended behaviour regarding socio-demographic questions in survey research: an empirical investigation using online surveys

L McQuilken, O Katakis, H McDonald

(2005), Vol. 7, pp. 1-10, Journal of current research in global business, Delaware, Ill., C1

journal article

An empirical investigation of customer satisfaction and loyalty across two divergent bank segments

Marcin Pont, Lisa McQuilken

(2005), Vol. 9, pp. 344-359, Journal of Financial Services Marketing, C1

journal article

Service failure and recovery in the presence of service guarantees

L McQuilken, R Shaw

(2005), pp. 153-160, ANZMAC 2005 : Broadening the boundaries, conference proceedings, Perth, W.A., E1

conference
2004

The effect of attittudes and experience on respondent answers to demographic questions in on-line surveys

H McDonald, L McQuilken, O Katakis

(2004), pp. 1-7, ANZMAC 2004 : marketing accountabilities and responsibilities, conference proceedings, Wellington, New Zealand, E1

conference
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

L McQuilken, M Pont

(2003), Vol. 5, pp. 71-83, The journal of current research in global business, Delaware, Ill., C1

journal article

Service guarantees and customer satisfaction: an empirical study of guarantee type and service experience

R Salha, L McQuilken, R Shaw

(2003), pp. 206-214, Proceedings of the Association for Global Business Conference : selected papers and notes, Atlanta, Georgia, E1

conference

The robustness of the behavioural-intentions battery in services scenarios

L McQuilken, R Shaw

(2003), pp. 2190-2196, ANZMAC 2003 : a celebrations of Ehrenberg and Bass : marketing discoveries, knowledge and contribution, conference proceedings, Adelaide, South Australia, E1

conference
2002

How cultural differences cause dimensions of tourism satisfaction

L Turner, Y Reisinger, L McQuilken

(2002), Vol. 11, pp. 79-101, Journal of Travel and Tourism Marketing, C1

journal article

Testing the factor structure of the behavioral-intentions battery: an empirical study of the Australian banking industry

M Pont, L McQuilken

(2002), pp. 2901-2907, ANZMAC 2002 : Proceedings of the Australian and New Zealand Marketing Academy Conference 2002, Melbourne, Victoria, E1

conference

Testing the Fit of the BANKSERV model to BANKPERF data

M Pont, L McQuilken

(2002), pp. 861-867, ANZAM 2002 : Proceedings of the Australian and new Zealand Marketing Academy Conference 2002, Melbourne, Victoria, E1

conference
2001

The impact of service intangibility on consumer service quality expectations

D Trifa, L McQuilken

(2001), pp. 1-7, Proceedings of the Australian and New Zealand Marketing Academy Conference 2001., Auckland, New Zealand, E1

conference

Satisfaction, complaining behaviour and repurchase: an empirical study of a subscription service

L McQuilken, R Breth, R Shaw

(2001), pp. 1-7, Proceedings of the Australian and New Zealand Marketing Academy Conference 2001., Auckland, New Zealand, E1

conference

Relationship marketing and pay TV: satisfaction, complaining behavior, service recovery, and repurchase

L McQuilken, R Breth, R Shaw

(2001), pp. 1-17, Proceedings of the 9th International Colloquium in Relationship Marketing, Montreal, Canada, E1

conference

Funded Projects at Deakin

Industry and Other Funding

Consumer decision making in telecommunications

Dr Paul Harrison, Dr Lisa McQuilken, A/Prof Nichola Robertson

  • 2011: $30,000

Supervisions

Principal Supervisor
2015

Ghassan Abass

Thesis entitled: The Antecedents of Health Professionals' Service Recovery Performance

Doctor of Philosophy, Department of Marketing

Associate Supervisor
2019

. Johnny

Thesis entitled: Consumer Evaluations and Organisational Responses to Catastrophic Service Failures

Doctor of Business Administration, Department of Marketing

2016

Wayne Alexander Read

Thesis entitled: An Empirical Examination of Consumer Engagement in the Twitter Context

Doctor of Philosophy, Department of Marketing