Deakin Business School
Faculty of Business and Law
Refereed Journal Publications:
Robertson, N.L. and Shaw, R.N., (2005), 'Conceptualizing the Influence of the Self-Service Technology Context on Consumer Voice', Services Marketing Quarterly, 27 (2), pp. 33-50.
Bove, L. L. and Robertson, N. L., (2005), 'Exploring the Role of Relationship Variables in Predicting Customer Voice to a Service Worker', Journal of Retailing and Consumer Services, 12 (2), pp. 83-97.
Refereed Conference Publications:
Robertson, N. L. and Shaw, R. N., (2008), 'Consumer Dissatisfaction with Self-Service Technologies and Voice Intentions: An Empirical Exploration of its Antecedents', in Fuxman, L., Delener, N., Lu, F. V. and Rivera-Solis, L. E. (eds.), Proceedings of the Tenth International Conference of the Global Business and Technology Association, Madrid, 8-12 July, pp. 923-930.
Garma R. and Robertson, N., (2008), 'Website Quality for Leisure Products: Dimensions and Consequences', in Timmermans (ed.), Proceedings of Recent Advances in Retailing and Services Science, Zagreb, 14-17 July, [CD-ROM, no unique page numbers].
Vieceli J. and Robertson, N., (2008), 'Conceptualising the Effect of Self-Service Technologies on Established Brands', in Donaldson, B. (ed.), Proceedings of the Academy of Marketing Conference, The Aberdeen Business School, Aberdeen, 7-10 July, [CD-ROM, no unique page numbers].
Robertson, N. L. and Shaw, R. N., (2007), 'Self-Service Technologies and Voice Intentions: An Empirical Investigation', in Thyne, M., Deans, K. R. and Gnoth, Y. (eds.), Proceedings of the Australian and New Zealand Marketing Academy Conference, University of Otago, Dunedin, 3-5 December, pp. 2655-2663 (nominated by both reviewers for a best paper award).
Robertson, N. L. and Shaw, R. N. (2007), “Revisiting the Typology of Complaining Behaviour: The Context of Self-Service Technologies”, in Halldor Orn Engilbertsson (Ed.), Proceedings of the 36th European Marketing Academy Conference, Reykjavik University, Reykjavik, 22-25 May [CD-ROM, no unique page numbers].
Robertson, N. L. and Shaw, R. N., (2006), 'Consumer Complaint Channel Choice in Self-Service Technology Encounters', in J. Drennan (ed.), Proceedings of the Australian and New Zealand Marketing Academy Conference, Queensland University of Technology, Brisbane, 4-6 December, [CD-ROM, no unique page numbers].
Robertson, N. L. and Shaw, R. N., (2005), 'The Measurement of Attribution of Blame in the Self-Service Technology Context', in S. Purchase (ed.), Proceedings of the Australian and New Zealand Marketing Academy Conference, Australian and New Zealand Marketing Academy, The University of Western Australia Business School, Perth, Western Australia, 5-7 December, pp. 226-232.
Robertson, N. L. and Shaw, R. N., (2004), 'The Need to Vent and Dissatisfactory Self-Service Technology Encounters', in J. Wiley (ed.), Proceedings of the Australian and New Zealand Marketing Academy Conference, Victoria University, Wellington, New Zealand, 29 November-1 December, CD Rom.
Robertson, N. L. and Shaw, R. N., (2004), 'Conceptualizing the Influence of the Self-Service Technology Context on Consumer Voice', in R. J. Bauerly, P. C. Thistlethwaite and D. W. Schofield (eds.), Proceedings of Emerging Issues in Business and Technology, Western Illinois University, Myrtle Beach, South Carolina, October 28-30, pg. 318 (abstract only).
Bove, L. L., Robertson, N. L., and Pervan, S. J., (2003), 'Customer Citizenship Behaviours: Towards the Development of a Typology', in Proceedings of the Australian and New Zealand Marketing Academy Conference, University of South Australia, Adelaide, 1-3 December, pp. 331-338.
Robertson, N. L., L. L. Bove and S. Pervan, (2003), 'Exploring the Relationship Between Customer Loyalty to the Service Worker and Customer Citizenship Behaviors to the Service Organization' in World Marketing Congress, Marketing Across Borders and Boundaries, Ed. J. E. Lewin. Perth, Australia: Academy of Marketing Science, Volume XI, pp. 334-39.
Robertson, N. L. and Bove, L. L., (2003), 'Assessing the Effects of Trust, Commitment and Power on the Likelihood of Customer Voice Behavior', in Proceedings of AMA SERVSIG Services Research Conference, Reims Management School, Reims, France, 12-14 June, pp. 1-11 Winner of the Emerald and Managing Service Quality Award for 'Best Paper' of the conference.
Robertson, N.L. and Shaw, R.N. (2002), 'The Dimensions of Self-Service Technologies and the Relation to Self', in Proceedings of the Australian and New Zealand Marketing Academy Conference, Eds. Robin N Shaw, Stewart Adam and Heath McDonald, Deakin University, Melbourne, New Zealand, 2-4 December, pp. 3161-3167.
Robertson, N. L. and Shaw, R. N. (2001). 'A Conceptual Alignment of Relationship Marketing and Consumer Complaint Behavior: The Moderating Role of Technology in Consumer-Service Provider Relationships', in Proceedings of The 9th International Colloquium in Relationship Marketing, Eds. Michele Paulin and Ronald Ferguson, Montreal, Canada, 24 - 26 September, pp. 69-87
Robertson, N.L. and Shaw, R.N. (2001), 'Consumer Complaint Behaviour and Relationship Marketing: A Research Agenda', in Proceedings of the Australian and New Zealand Marketing Academy Conference, Massey University, Albany Campus, Auckland, New Zealand, 3 - 5 December 2001, pp. 1-8
Hall, J., Lascheit, J., Robertson, N. and Shaw, M. (2000), 'An Investigation of Perceived Value and Consumable Goods', in P. Tidwell (ed.), Proceedings of The Association for Consumer Research Asia Pacific Conference, Gold Coast, Australia, pp. 350-354.
Hall, J., Lascheit, J., Robertson, N. and Shaw, M. (2000) 'Gender Differences in a Modified Perceived Value Construct For Intangible Products', in A. O'Cass (ed.), Proceedings of the Australian and New Zealand Marketing Academy Conference, School of Management and Marketing, Griffith University, Gold Coast, pp. 457-462.
