Nicole Hartley

Dr Nicole Hartley is a research academic with the UQ Business School. Nicole's career as an academic has spanned 14 years at institutions in both Sydney and Queensland. Her teaching expertise is in advertising, marketing strategy, digital media and consumer behaviour. Her specific research interests include service technology, virtualised services, customer-brand relationships, message framing, new media and service innovation. Nicole's current research agenda focuses upon exploring customer perceptions of the advent of technology and various forms of disruption in the delivery of services. This research is currently focused within the education, tourism and health industries.

Further to this, Nicole works closely with companies within the Brisbane technology start-up and social enterprise scene to advise on marketing advertising strategies to launch new-to-market technology-based products and services both nationally and globally.

Prior to her academic career, Nicole was employed as Marketing Manager/Director for various corporations within the tourism, education and communication industries both in Australia and in the UK.

Publications

Journal Articles

• Keh, Hean Tat, Hartley, Nicole and Wang, Di (2019) The differential effects of separated vs. unseparated services The roles of performance risk and regulatory focus. Journal of Service Theory and Practice, 29 1: 93-118. doi:10.1108/JSTP-04-2018-0097
• Walters, Gabrielle, Wallin, Ann and Hartley, Nicole (2018) The Threat of Terrorism and Tourist Choice Behavior. Journal of Travel Research, 004728751875550. doi:10.1177/0047287518755503
• Subramony, Mahesh, Solnet, David, Groth, Markus, Yagil, Dana, Hartley, Nicole, Beomcheol Kim, Peter and Golubovskaya, Maria (2018) Service work in 2050: toward a work ecosystems perspective. Journal of Service Management, 29 5: 956-974. doi:10.1108/JOSM-05-2018-0131
• Hartley, Nicole and Green, Teegan (2017) Consumer construal of separation in virtual services. Journal of Service Theory and Practice, 27 2: 358-383. doi:10.1108/JSTP-05-2015-0118
• Wong, Sabrina Pei-Han, Hartley, Nicole and Tombs, Alastair (2017) Behavioural effects of nonconscious mimicry and social intentions. Australasian Marketing Journal, 25 1: 26-37. doi:10.1016/j.ausmj.2017.01.001
• Green, Teegan, Hartley, Nicole and Gillespie, Nicole (2016) Service provider’s experiences of service separation: the case of telehealth. Journal of Service Research, 19 4: 477-494. doi:10.1177/1094670516666674
• Sung, Billy, Vanman, Eric J., Hartley, Nicole and Phau, Ian (2016) The emotion of interest and its relevance to consumer psychology and behaviour. Australasian Marketing Journal, 24 4: 337-343. doi:10.1016/j.ausmj.2016.11.005
• Sung, Billy, Hartley, Nicole, Vanman, Eric and Phau, Ian (2016) How can the word "NEW" evoke consumers' experiences of novelty and interest?. Journal of Retailing and Consumer Services, 31 166-173. doi:10.1016/j.jretconser.2016.02.010
• Russell, T. G., Gillespie, N., Hartley, N., Theodoros, D., Hill, A. and Gray, L. C. (2015) Exploring the predictors of home telehealth uptake by elderly Australian healthcare consumers. Journal of Telemedicine and Telecare, 21 8: 485-489. doi:10.1177/1357633X15606264
• Green, Teegan Courtney Clare and Hartley, Nicole (2015) Using graph theory to value paying and nonpaying customers in a social network: Linking customer lifetime value to word-of-mouth social value. Journal of Relationship Marketing, 14 4: 301-320. doi:10.1080/15332667.2015.1095008
• Barnes, Stuart J., Mattson, Jan and Hartley, Nicole (2015) Assessing the value of real-life brands in Virtual Worlds. Technological Forecasting and Social Change, 92 12-24. doi:10.1016/j.techfore.2014.10.017
• Truong, Nguyen (Natalie), Nguyen, Doan and Hartley, Nicole (2014) Consumer social identity: cool and single or caring and attached. Journal of Strategic Marketing, 23 1: 33-48. doi:10.1080/0965254X.2014.914066
• Stewart, Arnold L., Doan, Nguyen T. and Hartley, Nicole (2011) Pro bono service sheds new light into commercial friendship. Journal of Strategic Marketing, 19 4: 381-394. doi:10.1080/0965254X.2011.586717
• Hartley, Nicole and Dobele, Angela (2010) Feathers in the nest: Establishing a supportive environment for women researchers. Formamente, 1-2 1: 113-133.
• Harrison, Paul and Hartley, Nicole (2007) The case of "difficult" brands. Journal of Product and Brand Management, 16 4: 286-287. doi:10.1108/10610420710763976
• Al-Hawari, Mohammed, Hartley, Nicole and Ward, Tony (2005) Measuring banks' automated service quality : A confirmatory factor analysis approach. Marketing Bulletin, 16 1: 1-19.

Conference Papers

• Lam, Tri, Heales, Jon, Hartley, Nicole and Hodkinson, Chris (2018). Information transparency matters in relation to consumer trust in food safety. In: 29th Australasian Conference on Information Systems. Australasian Conference on Information Systems, Sydney, Australia, (). 3-5 December 2018.
• Hartley, Nicole and Harrison, Paul (2011). An exploration of motives for attending Australian eco-tourism locations and their influence on future intentions. In: EMAC 2011 Conference, Ljubljana, (). 24-27 May 2011.
• Hartley, Nicole (2010). Customer service excellence : A multi-skilled domain. In: AMA SERVSIG 2010. AMA SERVSIG 2010, Porto, Portugal, (). 17-19 June 2010.
• Hartley, Nicole and Harrison, Paul (2009). An exploration of motives for attending Australian ecotourism locations and their influence on future intentions. In: Dewi Tojib, Proceedings of the Australian and New Zealand Marketing Academy (ANZMAC) Conference 2009. Australian and New Zealand Marketing Academy Conference (ANZMAC, 2009), Melbourne, Australia, (1-9). 30 November-2 December 2009.
• Hartley, Nicole and Harrison, Paul (2007). Don't rain on my parade: Barriers to ecological tourism. In: Maree Thyne, Kenneth R. Deans and Juergen Gnoth, ANZMAC 2007 Conference Proceedings. Australian and New Zealand Marketing Academy Conference (ANZMAC, 2007), Dunedin, N.Z., (43-50). 3-5 December 2007.