Nichola Robertson
Nichola Robertson
Associate Professor (Marketing), Deakin University
Verified email at - Homepage
Cited by
Cited by
Design for service inclusion: creating inclusive service systems by 2050
RP Fisk, AM Dean, L Alkire, A Joubert, J Previte, N Robertson, ...
Journal of Service Management, 2018
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
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
Predicting the likelihood of voiced complaints in the self-service technology context
N Robertson, RN Shaw
Journal of Service Research 12 (1), 100-116, 2009
Self‐service technology complaint channel choice: Exploring consumers' motives
N Robertson
Managing Service Quality: An International Journal, 2012
Exploring the role of relationship variables in predicting customer voice to a service worker
LL Bove, NL Robertson
Journal of Retailing and Consumer Services 12 (2), 83-97, 2005
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
Gender differences in a modified perceived value construct for intangible products
J Hall, M Shaw, J Lascheit, N Robertson
Australian and New Zealand Marketing Academy Conference (ANZMAC 2000 …, 2000
Omni-channel service failures and recoveries: refined typologies using Facebook complaints
A Rosenmayer, L McQuilken, N Robertson, S Ogden
Journal of Services Marketing, 2018
A continuum of transformative service exchange: insights for service and social marketers
J Previte, N Robertson
Journal of Services Marketing, 2019
Conceptualizing the influence of the self-service technology context on consumer voice
N Robertson, RN Shaw
Services Marketing Quarterly 27 (2), 33-50, 2006
An investigation of perceived value and consumable goods
J Hall, N Robertson, M Shaw
ACR Asia-Pacific Advances, 2001
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
Customer citizenship behaviours: Towards the development of a typology
L Bove, N Robertson, S Pervan
ANZMAC 2003: a celebrations of Ehrenberg and Bass: marketing discoveries …, 2003
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
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