Lisa McQuilken

973 total citations
30 papers, 723 citations indexed

About

Lisa McQuilken is a scholar working on Organizational Behavior and Human Resource Management, Sociology and Political Science and Marketing. According to data from OpenAlex, Lisa McQuilken has authored 30 papers receiving a total of 723 indexed citations (citations by other indexed papers that have themselves been cited), including 22 papers in Organizational Behavior and Human Resource Management, 17 papers in Sociology and Political Science and 17 papers in Marketing. Recurrent topics in Lisa McQuilken's work include Customer Service Quality and Loyalty (22 papers), Consumer Retail Behavior Studies (10 papers) and Technology Adoption and User Behaviour (8 papers). Lisa McQuilken is often cited by papers focused on Customer Service Quality and Loyalty (22 papers), Consumer Retail Behavior Studies (10 papers) and Technology Adoption and User Behaviour (8 papers). Lisa McQuilken collaborates with scholars based in Australia and United States. Lisa McQuilken's co-authors include Nichola Robertson, Wayne Read, Michael Jay Polonsky, Heath McDonald, Yvette Reisinger, Lindsay Turner, Ahmed Shahriar Ferdous, Civilai Leckie, Andrea Vocino and Jay Kandampully and has published in prestigious journals such as International Journal of Hospitality Management, European Journal of Marketing and Psychology and Marketing.

In The Last Decade

Lisa McQuilken

27 papers receiving 673 citations

Peers — A (Enhanced Table)

Peers by citation overlap · career bar shows stage (early→late) cites · hero ref

Name h Career Trend Papers Cites
Lisa McQuilken Australia 14 402 370 341 201 44 30 723
Kenny Basso Brazil 15 272 0.7× 222 0.6× 317 0.9× 153 0.8× 39 0.9× 63 638
Joby John United States 14 290 0.7× 361 1.0× 409 1.2× 119 0.6× 80 1.8× 30 698
Hung-Chang Chiu Taiwan 10 435 1.1× 356 1.0× 470 1.4× 184 0.9× 71 1.6× 14 788
Shirshendu Ganguli India 13 206 0.5× 402 1.1× 297 0.9× 238 1.2× 61 1.4× 21 653
William Foxx United States 5 502 1.2× 193 0.5× 487 1.4× 378 1.9× 41 0.9× 9 851
Aliosha Alexandrov United States 7 357 0.9× 295 0.8× 257 0.8× 93 0.5× 83 1.9× 11 667
Yi-Ching Hsieh Taiwan 12 498 1.2× 458 1.2× 569 1.7× 232 1.2× 106 2.4× 17 960
Lenna V. Shulga United States 15 374 0.9× 324 0.9× 399 1.2× 81 0.4× 42 1.0× 31 632
Yi-Ching Hsieh Taiwan 7 350 0.9× 265 0.7× 411 1.2× 136 0.7× 66 1.5× 7 618
Kemal Gürkan Küçükergi̇n Türkiye 16 530 1.3× 286 0.8× 367 1.1× 79 0.4× 46 1.0× 22 829

Countries citing papers authored by Lisa McQuilken

Since Specialization
Citations

This map shows the geographic impact of Lisa McQuilken's research. It shows the number of citations coming from papers published by authors working in each country. You can also color the map by specialization and compare the number of citations received by Lisa McQuilken with the expected number of citations based on a country's size and research output (numbers larger than one mean the country cites Lisa McQuilken more than expected).

Fields of papers citing papers by Lisa McQuilken

Since Specialization
Physical SciencesHealth SciencesLife SciencesSocial Sciences

This network shows the impact of papers produced by Lisa McQuilken. Nodes represent research fields, and links connect fields that are likely to share authors. Colored nodes show fields that tend to cite the papers produced by Lisa McQuilken. The network helps show where Lisa McQuilken may publish in the future.

Co-authorship network of co-authors of Lisa McQuilken

This figure shows the co-authorship network connecting the top 25 collaborators of Lisa McQuilken. A scholar is included among the top collaborators of Lisa McQuilken based on the total number of citations received by their joint publications. Widths of edges represent the number of papers authors have co-authored together. Node borders signify the number of papers an author published with Lisa McQuilken. Lisa McQuilken is excluded from the visualization to improve readability, since they are connected to all nodes in the network.

All Works

20 of 20 papers shown
1.
Robertson, Nichola, et al.. (2023). The customer is often wrong: Investigating the influence of customer failures and apologies on frontline service employee well‐being. Psychology and Marketing. 40(4). 825–844. 13 indexed citations
2.
Read, Wayne, Nichola Robertson, Lisa McQuilken, & Ahmed Shahriar Ferdous. (2019). Consumer engagement on Twitter: perceptions of the brand matter. European Journal of Marketing. 53(9). 1905–1933. 76 indexed citations
3.
McQuilken, Lisa, et al.. (2018). Frontline health professionals’ perceptions of their adaptive competences in service recovery. Journal of Strategic Marketing. 28(1). 70–94. 10 indexed citations
4.
McQuilken, Lisa, et al.. (2018). Omni-channel service failures and recoveries: refined typologies using Facebook complaints. Journal of Services Marketing. 32(3). 269–285. 52 indexed citations
5.
McQuilken, Lisa, et al.. (2016). Perceptions of mobile plan unit pricing and terms and conditions. Marketing Intelligence & Planning. 34(6). 734–753. 3 indexed citations
6.
Robertson, Nichola, Heath McDonald, Civilai Leckie, & Lisa McQuilken. (2016). Examining customer evaluations across different self-service technologies. Journal of Services Marketing. 30(1). 88–102. 70 indexed citations
7.
McQuilken, Lisa, Nichola Robertson, Michael Jay Polonsky, & Paul Harrison. (2015). Consumer perceptions of bundles and time‐limited promotion deals: Do contracts matter?. Journal of Consumer Behaviour. 14(3). 145–157. 15 indexed citations
8.
Robertson, Nichola, Michael Jay Polonsky, & Lisa McQuilken. (2014). Are My Symptoms Serious Dr Google? A Resource-Based Typology of Value Co-Destruction in Online Self-Diagnosis. Australasian Marketing Journal (AMJ). 22(3). 246–256. 76 indexed citations
9.
McQuilken, Lisa, Heath McDonald, & Andrea Vocino. (2013). Is guarantee compensation enough? The important role of fix and employee effort in restoring justice. International Journal of Hospitality Management. 33. 41–50. 31 indexed citations
10.
McQuilken, Lisa, et al.. (2012). Understanding consumer decision making and detriment in an essential service. Journal of Macromarketing. 32(4). 448–448. 1 indexed citations
11.
McQuilken, Lisa & Nichola Robertson. (2012). Who Chose this Restaurant Anyway? The Effect of Responsibility for Choice, Guarantees, and Failure Stability on Customer Complaining. Journal of Hospitality & Tourism Research. 37(4). 537–562. 4 indexed citations
12.
Harrison, Paul, et al.. (2011). Seeking straight answers : consumer decision-making in telecommunications. Deakin Research Online (Deakin University). 1 indexed citations
13.
Read, Wayne, Nichola Robertson, & Lisa McQuilken. (2011). A Novel Romance: The Technology Acceptance Model with Emotional Attachment. Australasian Marketing Journal (AMJ). 19(4). 223–229. 81 indexed citations
14.
Robertson, Nichola, Lisa McQuilken, & Jay Kandampully. (2011). Consumer complaints and recovery through guaranteeing self‐service technology. Journal of Consumer Behaviour. 11(1). 21–30. 25 indexed citations
15.
Read, Wayne, Nichola Robertson, & Lisa McQuilken. (2011). Conceptualising levels of customer relational outcomes within social media. Deakin Research Online (Deakin University). 1–10. 1 indexed citations
16.
McQuilken, Lisa. (2010). The Influence of Failure Severity and Employee Effort on Service Recovery in a Service Guarantee Context. Australasian Marketing Journal (AMJ). 18(4). 214–221. 28 indexed citations
17.
McQuilken, Lisa. (2006). Service guarantee redress options in a hotel environment. Deakin Research Online (Deakin University). 1 indexed citations
18.
McQuilken, Lisa, et al.. (2006). Justice-based service recovery in a service guarantee context. Deakin Research Online (Deakin University). 3(1). 1–1. 3 indexed citations
19.
McQuilken, Lisa, et al.. (2002). Testing the factor structure of the behavioral-intentions battery: an empirical study of the Australian banking industry. Deakin Research Online (Deakin University). 2901–2907. 2 indexed citations
20.
Turner, Lindsay, Yvette Reisinger, & Lisa McQuilken. (2002). How Cultural Differences Cause Dimensions of Tourism Satisfaction. Journal of Travel & Tourism Marketing. 11(1). 79–101. 69 indexed citations

Rankless uses publication and citation data sourced from OpenAlex, an open and comprehensive bibliographic database. While OpenAlex provides broad and valuable coverage of the global research landscape, it—like all bibliographic datasets—has inherent limitations. These include incomplete records, variations in author disambiguation, differences in journal indexing, and delays in data updates. As a result, some metrics and network relationships displayed in Rankless may not fully capture the entirety of a scholar's output or impact.

Explore authors with similar magnitude of impact

Breakdown of academic impact, for papers by Kenny Basso Breakdown of academic impact, for papers by Joby John Breakdown of academic impact, for papers by Hung-Chang Chiu Breakdown of academic impact, for papers by Shirshendu Ganguli Breakdown of academic impact, for papers by William Foxx Breakdown of academic impact, for papers by Aliosha Alexandrov Breakdown of academic impact, for papers by Yi-Ching Hsieh Breakdown of academic impact, for papers by Lenna V. Shulga Breakdown of academic impact, for papers by Yi-Ching Hsieh Breakdown of academic impact, for papers by Kemal Gürkan Küçükergi̇n
Rankless by CCL
2026