Lisa McQuilken
Lisa McQuilken
Senior Lecturer, Deakin University
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Cited by
Cited by
An empirical investigation of customer satisfaction and loyalty across two divergent bank segments
M Pont, L McQuilken
Journal of Financial Services Marketing 9 (4), 344-359, 2005
Are my symptoms serious Dr Google? A resource-based typology of value co-destruction in online self-diagnosis
N Robertson, M Polonsky, L McQuilken
Australasian Marketing Journal (AMJ) 22 (3), 246-256, 2014
A novel romance: the technology acceptance model with emotional attachment
W Read, N Robertson, L McQuilken
Australasian marketing journal (AMJ) 19 (4), 223-229, 2011
How cultural differences cause dimensions of tourism satisfaction
LW Turner, YV Reisinger, L McQuilken
Journal of Travel & Tourism Marketing 11 (1), 79-101, 2002
The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
L McQuilken, N Robertson
International Journal of Hospitality Management 30 (4), 953-962, 2011
Examining customer evaluations across different self-service technologies
N Robertson, H McDonald, C Leckie, L McQuilken
Journal of Services Marketing 30 (1), 88-102, 2016
Consumer complaints and recovery through guaranteeing self‐service technology
N Robertson, L McQuilken, J Kandampully
Journal of consumer behaviour 11 (1), 21-30, 2012
Consumer engagement on Twitter: perceptions of the brand matter
W Read, N Robertson, L McQuilken, AS Ferdous
European Journal of Marketing, 2019
Is guarantee compensation enough? The important role of fix and employee effort in restoring justice
L McQuilken, H McDonald, A Vocino
International Journal of Hospitality Management 33, 41-50, 2013
The influence of failure severity and employee effort on service recovery in a service guarantee context
L McQuilken
Australasian Marketing Journal (AMJ) 18 (4), 214-221, 2010
Omni-channel service failures and recoveries: refined typologies using Facebook complaints
A Rosenmayer, L McQuilken, N Robertson, S Ogden
Journal of Services Marketing, 2018
Testing the Fit of the BANKSERV Model to BANKPERF Data
M Pont, L McQuilken
ANZMAC 2002 conference proceedings 2, 861-867, 2002
Consumer perceptions of bundles and time‐limited promotion deals: Do contracts matter?
L McQuilken, N Robertson, M Polonsky, P Harrison
Journal of consumer Behaviour 14 (3), 145-157, 2015
Recovering from other-customer-caused failure: The effect on focal customer complaining
L McQuilken, N Robertson, M Polonsky
Journal of Hospitality Marketing & Management 26 (1), 83-104, 2017
Consumer expectation and satisfaction levels: An evaluation of tourism in the Otway Region
L McQuilken, R Breth, RN Shaw
Proceedings by Bowater School of Management and Marketing. Deakin University, 2000
Who chose this restaurant anyway? The effect of responsibility for choice, guarantees, and failure stability on customer complaining
L McQuilken, N Robertson
Journal of Hospitality & Tourism Research 37 (4), 537-562, 2013
Frontline health professionals’ perceptions of their adaptive competences in service recovery
L McQuilken, N Robertson, G Abbas, M Polonsky
Journal of Strategic Marketing 28 (1), 70-94, 2020
A novel romance: Conceptualising emotional attachment as a barrier to adoption
W Read, L McQuilken, N Robertson
ANZMAC 2010: Doing more with less: Proceedings of the 2010 Australian and …, 2010
Seeking straight answers: consumer decision-making in telecommunications
P Harrison, L McQuilken, N Robertson, K Chalmers
Centre for Sustainable and Responsible Organisations, 2011
Testing the factor structure of the behavioral-intentions battery: an empirical study of the Australian banking industry
M Pont, L McQuilken
Australia: Proceedings of the Australian and New Zealand Marketing Academy …, 2002
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