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nichola robertson
NAME: Nichola Robertson  

PRESENT POSITION:
Senior lecturer

CAMPUS:
Burwood

ROOM:
lb3.414

TELEPHONE:
+61 3 9244 5069

FAX:
+61 3 9244 5533

EMAIL:
nichola.robertson@deakin.edu.au

 

 

QUALIFICATIONS: BBus MBus(Mktg) Victoria UT, PhD Deakin University
TEACHING AND PROFESSIONAL EXPERIENCE: Dr Robertson is a Senior Lecturer in Marketing in the Deakin Business School (DBS). Prior to joining the DBS, Nichola lectured in Marketing at both La Trobe University and Victoria University. She has taught various marketing units and has supervised successfully honours thesis research. Prior to starting work in academia, Nichola consulted in marketing in the private health care industry.
PROFESSIONAL ASSOCIATION MEMBERSHIPS:

Australian and New Zealand Marketing Academy
European Marketing Academy
Australian Marketing Institute

PUBLICATIONS: Link opens in a new window.
RECENT RESEARCH:

Dr Robertson's PhD thesis examined consumer complaining behaviour in the context of unsatisfactory self-service technology encounters, i.e., do-it-yourself machine-assisted and electronic service encounters. Two current projects extend her expertise in this area of inquiry:

  • “Complaints, Recovery, and Future Behaviour: A Longitudinal Study of e-Service” (for the Australian Football League, with Associate Professor Heath McDonald).
  • “Self-Service Technologies and Branding” (with Dr Julian Vieceli).
AWARDS:

Emerald and Managing Service Quality Award for the “Best Paper” at the American Marketing Association’s SERVSIG Service Research Conference (2003)

Australian Marketing Institute Prize for Best Graduate (Master of Marketing) (1998)