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Lisa McQuilken
Lisa McQuilken
Senior Lecturer, Deakin University
Verified email at deakin.edu.au
Title
Cited by
Cited by
Year
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
1752005
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
1332014
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
1222011
How cultural differences cause dimensions of tourism satisfaction
LW Turner, YV Reisinger, L McQuilken
Journal of Travel & Tourism Marketing 11 (1), 79-101, 2002
1042002
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
892011
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
832016
Consumer complaints and recovery through guaranteeing self‐service technology
N Robertson, L McQuilken, J Kandampully
Journal of consumer behaviour 11 (1), 21-30, 2012
542012
Consumer engagement on Twitter: perceptions of the brand matter
W Read, N Robertson, L McQuilken, AS Ferdous
European Journal of Marketing, 2019
532019
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
442013
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
442010
Omni-channel service failures and recoveries: refined typologies using Facebook complaints
A Rosenmayer, L McQuilken, N Robertson, S Ogden
Journal of Services Marketing, 2018
422018
Testing the Fit of the BANKSERV Model to BANKPERF Data
M Pont, L McQuilken
ANZMAC 2002 conference proceedings 2, 861-867, 2002
302002
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
192015
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
162017
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
152000
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
122013
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
102020
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
82010
Seeking straight answers: consumer decision-making in telecommunications
P Harrison, L McQuilken, N Robertson, K Chalmers
Centre for Sustainable and Responsible Organisations, 2011
72011
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
72002
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