Associate ProfessorNichola Robertson

Nichola Robertson, PhD is an Associate Professor in the Marketing Discipline Group at Deakin Business School. She is an internationally recognised expert in transformative service research, examining how service systems can enhance (or harm) human well-being. Her work on unsatisfactory and harmful consumer service experiences has helped to shape research and practice in consumer protection and welfare.

Nichola's research appears in premier international journals including the Journal of Service Research, European Journal of Marketing, Psychology & Marketing, Journal of Services Marketing, Journal of Service Theory and Practice, Journal of Retailing and Consumer Services, and International Journal of Hospitality Management. Her scholarship has earned recognition through Highly Commended Paper awards from the Emerald Literati Network and Best Paper at the American Marketing Association's SERVSIG Conference. She serves on the Editorial Review Boards of the Journal of Services Marketing, Journal of Service Management, and Journal of Service Theory and Practice.

Nichola has collaborated with industry partners including the Australian Football League, Australian Communications Consumer Action Network, Society of Consumer Affairs Professionals, and Elephant Robotics, and her research has been featured in Choice Magazine and other mainstream media outlets. 

Nichola is an experienced higher degrees by resesearch supervisor and is keen to work with highly motivated doctoral and master candidates interested in service research topics, particularly those pertaining to transformative service research.

Since 2022, Nichola has served as Faculty Graduate Research Director for the Faculty of Business and Law. In this role she leads strategic initiatives in graduate researcher recruitment, selection, experience, and employability. She is passionate about supporting graduate researchers throughout their candidature journey.