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Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Lisa McQuilken · Study

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Lisa McQuilken

10 works· latest 2018· 1 institutionscluster: provisional

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Citations703

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Most cited in this library

Are My Symptoms Serious Dr Google? A Resource-Based Typology of Value Co-Destruction in Online Self-Diagnosis2014 · 113 citations
A Novel Romance: The Technology Acceptance Model with Emotional Attachment2011 · 105 citations
An empirical investigation of customer satisfaction and loyalty across two divergent bank segments2005 · 101 citations
Examining customer evaluations across different self-service technologies2016 · 97 citations
The influence of guarantees, active requests to voice and failure severity on customer complaint behavior2011 · 80 citations

Works

10 shown

Omni-channel service failures and recoveries: refined typologies using Facebook complaints

Journal of Services Marketing·2018·4 authors·Open access

72citations

Examining customer evaluations across different self-service technologies

Journal of Services Marketing·2016·4 authors·Open access

97citations

Consumer perceptions of bundles and time‐limited promotion deals: Do contracts matter?

Journal of Consumer Behaviour·2015·4 authors·Open access

22citations

Are My Symptoms Serious Dr Google? A Resource-Based Typology of Value Co-Destruction in Online Self-Diagnosis

Australasian Marketing Journal (AMJ)·2014·3 authors·Open access

113citations

Is guarantee compensation enough? The important role of fix and employee effort in restoring justice

International Journal of Hospitality Management·2013·3 authors

39citations

A Novel Romance: The Technology Acceptance Model with Emotional Attachment

Australasian Marketing Journal (AMJ)·2011·2 authors·Open access

105citations

Consumer complaints and recovery through guaranteeing self‐service technology

Journal of Consumer Behaviour·2011·3 authors

34citations

The influence of guarantees, active requests to voice and failure severity on customer complaint behavior

International Journal of Hospitality Management·2011·2 authors

80citations

The Influence of Failure Severity and Employee Effort on Service Recovery in a Service Guarantee Context

Australasian Marketing Journal (AMJ)·2010·1 author

40citations

An empirical investigation of customer satisfaction and loyalty across two divergent bank segments

Journal of Financial Services Marketing·2005·2 authors

101citations