Nichola Robertson
NHS Lothian(GB)Deakin University(AU)
Publications by Year
Research Areas
Customer Service Quality and Loyalty, Digital Marketing and Social Media, Technology Adoption and User Behaviour, Service and Product Innovation, Consumer Retail Behavior Studies
Most-Cited Works
- → Design for service inclusion: creating inclusive service systems by 2050(2018)301 cited
- → Are My Symptoms Serious Dr Google? A Resource-Based Typology of Value Co-Destruction in Online Self-Diagnosis(2014)111 cited
- → Consumer engagement on Twitter: perceptions of the brand matter(2019)102 cited
- → A Novel Romance: The Technology Acceptance Model with Emotional Attachment(2011)101 cited
- → Examining customer evaluations across different self-service technologies(2016)92 cited
- → Implementation of an enhanced recovery programme following pancreaticoduodenectomy(2012)85 cited
- → The influence of guarantees, active requests to voice and failure severity on customer complaint behavior