| An empirical investigation of customer satisfaction and loyalty across two divergent bank segments M Pont, L McQuilken Journal of Financial Services Marketing 9, 344-359, 2005 | 190 | 2005 |
| 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 | 154 | 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 | 139 | 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 | 126 | 2016 |
| How cultural differences cause dimensions of tourism satisfaction LW Turner, YV Reisinger, L McQuilken Journal of Travel & Tourism Marketing 11 (1), 79-101, 2002 | 125 | 2002 |
| 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 | 109 | 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 | 108 | 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 | 80 | 2018 |
| 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 |
| The influence of failure severity and employee effort on service recovery in a service guarantee context L McQuilken Australasian Marketing Journal 18 (4), 214-221, 2010 | 53 | 2010 |
| Is guarantee compensation enough? The important role of fix and employee effort in restoring justice L McQuilken, H McDonald, A Vocino International Journal of Hospitality Management 33, 41-50, 2013 | 50 | 2013 |
| Testing the Fit of the BANKSERV Model to BANKPERF Data M Pont, L McQuilken ANZMAC 2002 conference proceedings 2, 861-867, 2002 | 32 | 2002 |
| 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 |
| 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 | 22 | 2017 |
| Consumer expectation and satisfaction levels: An evaluation of tourism in the Otway Region L McQuilken, R Breth, RN Shaw Proceedings by Bowater School of Management and Marketing. Deakin University, 2000 | 21 | 2000 |
| 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 | 16 | 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 | 15 | 2013 |
| Testing the factor structure of the behavioral-intentions battery: an empirical study of the Australian banking industry M Pont, L McQuilken Australia: Proceedings of the Australian and New Zealand Marketing Academy …, 2002 | 10 | 2002 |
| The customer is often wrong: Investigating the influence of customer failures and apologies on frontline service employee well‐being N Robertson, J Rotman, L McQuilken, A Ringer Psychology & Marketing 40 (4), 825-844, 2023 | 9 | 2023 |
| Vulnerability in in-vitro fertilisation transformative services: an interplay of individual and institutional factors N Robertson, Y Tsarenko, MJ Polonsky, L McQuilken Journal of Services Marketing 35 (6), 706-721, 2021 | 9 | 2021 |
