| 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 | 211 | 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 | 151 | 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 | 134 | 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 | 123 | 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 | 106 | 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 | 106 | 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 | 81 | 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 | 78 | 2009 |
| Self‐service technology complaint channel choice: Exploring consumers' motives N Robertson Managing Service Quality: An International Journal 22 (2), 145-164, 2012 | 63 | 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 | 61 | 2005 |
| 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 | 58 | 2019 |
| Consumer complaints and recovery through guaranteeing self‐service technology N Robertson, L McQuilken, J Kandampully Journal of consumer behaviour 11 (1), 21-30, 2012 | 57 | 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 | 32 | 2006 |
| An investigation of perceived value and consumable goods J Hall, N Robertson, M Shaw ACR Asia-Pacific Advances, 2001 | 32 | 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 | 30 | 2015 |
| Customer citizenship behaviours: Towards the development of a typology L Bove, N Robertson, S Pervan Deakin University, 2003 | 25 | 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 | 21 | 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 | 14 | 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 | 14 | 2013 |
Lisa McQuilkenSenior Lecturer, Deakin UniversityVerified email at deakin.edu.au
