Nichola Robertson

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Lisa McQuilkenSenior Lecturer, Deakin UniversityVerifisert e-postadresse på deakin.edu.au
Michael Jay PolonskyAlfred Deakin Professor and Head of the Department of Marketing, Deakin University - AustraliaVerifisert e-postadresse på deakin.edu.au
Wayne ReadDeakin UniversityVerifisert e-postadresse på deakin.edu.au
Josephine PreviteUniversity of QueenslandVerifisert e-postadresse på uq.edu.au
Liliana L. BoveThe University of MelbourneVerifisert e-postadresse på unimelb.edu.au
Ahmed (Shahriar) FerdousDeakin UniversityVerifisert e-postadresse på deakin.edu.au
Heath McDonaldDean and Professor of Marketing , RMIT UniversityVerifisert e-postadresse på rmit.edu.au
Mark S. RosenbaumThe CitadelVerifisert e-postadresse på citadel.edu
Alison M JoubertUniversity of AdelaideVerifisert e-postadresse på adelaide.edu.au
Linda AlkireAssociate Professor of Marketing and the Vicki L. West Excellence Professor at Texas StateVerifisert e-postadresse på txstate.edu
Raymond P. FiskDistinguished Professor Emeritus of Marketing, Texas State UniversityVerifisert e-postadresse på txstate.edu
Alison M DeanEmeritus Professor of Service Marketing & Management, University of NewcastleVerifisert e-postadresse på newcastle.edu.au
Civilai LeckieSwinburne University of TechnologyVerifisert e-postadresse på swin.edu.au
Jay KandampullyProfessor of Service Management, The Ohio State UniversityVerifisert e-postadresse på osu.edu
Jeff RotmanDeakin Business School, Deakin UniversityVerifisert e-postadresse på deakin.edu.au
Yelena TsarenkoProfessor, Department of Marketing, Monash UniversityVerifisert e-postadresse på monash.edu

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Nichola Robertson

Associate Professor, Marketing, Deakin University

Verifisert e-postadresse på deakin.edu.au

transformative service research vulnerability service technology service failure complaint behaviour


Tittel Sorter etter sitater Sorter etter år Sorter etter tittel	Sitert av Sitert av	År
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 29 (5), 834-858, 2018	260	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 22 (3), 246-256, 2014	164	2014
A novel romance: the technology acceptance model with emotional attachment W Read, N Robertson, L McQuilken Australasian Marketing Journal 19 (4), 223-229, 2011	143	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	140	2016
Consumer engagement on Twitter: perceptions of the brand matter W Read, N Robertson, L McQuilken, AS Ferdous European Journal of Marketing 53 (9), 1905-1933, 2019	135	2019
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	120	2011
Omni-channel service failures and recoveries: refined typologies using Facebook complaints A Rosenmayer, L McQuilken, N Robertson, S Ogden Journal of Services Marketing 32 (3), 269-285, 2018	93	2018
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	83	2009
A continuum of transformative service exchange: insights for service and social marketers J Previte, N Robertson Journal of Services Marketing 33 (6), 671-686, 2019	71	2019
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	71	2005
Self‐service technology complaint channel choice: Exploring consumers' motives N Robertson Managing Service Quality: An International Journal 22 (2), 145-164, 2012	65	2012
Consumer complaints and recovery through guaranteeing self‐service technology N Robertson, L McQuilken, J Kandampully Journal of consumer behaviour 11 (1), 21-30, 2012	61	2012
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 2000, 457-462, 2000	50	2000
Conceptualizing the influence of the self-service technology context on consumer voice N Robertson, RN Shaw Services Marketing Quarterly 27 (2), 33-50, 2006	35	2006
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	32	2015
An investigation of perceived value and consumable goods J Hall, N Robertson, M Shaw ACR Asia-Pacific Advances, 2001	32	2001
Customer citizenship behaviours: Towards the development of a typology L Bove, N Robertson, S Pervan Deakin University, 2003	28	2003
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	24	2017
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	19	2020
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	19	2013

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