Associate Professor Nicole Hartley
Director MBA and Executive Education & Future of Health Research Hub Lead & Associate Professor
School of Business
+61 7 334 68022
Room 443, Colin Clark Building (39), St. Lucia Campus
Researcher biography
Associate Professor Nicole Hartley is the MBA Director at UQ Business School. Nicole's career as an academic has spanned 19 years at institutions in both Sydney and Queensland. She is an internationally recognised research academic in the field of services marketing and digital technology. Her specific research interests include service technology, virtualised services, customer preference and adoption, new media and service innovation. Nicole's current research agenda focuses upon exploring customer perceptions in response to the advent of technology and various forms of disruption in the delivery of services, particularly healthcare. Nicole is also an award-winning educator with teaching expertise in marketing strategy, digital media, consumer behaviour and experiential industry-based projects. 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
Book
Theodoros, D., Hill, A., Hartley, N., Martin-Khan, M., Bird, D., Russell, T., Goodenough, B. and Gillespie, N. (2016). Innovation to implementation for telehealth (i2i4Telehealth). A practical guide for knowledge translation in telehealth. Brisbane, QLD, Australia: The University of Queensland, Centre for Research Excellence in Telehealth.
Book Chapter
Tarbit, James, Hartley, Nicole, Kunz, Werner and Wirtz, Jochen (2023). Corporate digital responsibility (CDR) in services. Elgar encyclopedia of services. (pp. 158-162) edited by Camal Gallouj, Faïz Gallouj, Luis Rubalcaba and Marie-Christine Monnoyer. Cheltenham, Glo, United Kingdom: Edward Elgar Publishing.
Journal Articles
Moss, Perrin, Hartley, Nicole and Russell, Trevor (2024). Project ECHO®: a global cross-sectional examination of implementation success. BMC Health Services Research, 24 (1) 583, 583. doi: 10.1186/s12913-024-10920-5
Hartley, Nicole, Kunz, Werner and Tarbit, James (2024). The corporate digital responsibility (CDR) calculus: How and why organizations reconcile digital and ethical trade-offs for growth. Organizational Dynamics, 53 (2) 101056, 101056. doi: 10.1016/j.orgdyn.2024.101056
Lam, Tri, Heales, Jon and Hartley, Nicole (2024). The Impacts of Traceability Systems on Consumer Trust. Journal of Computer Information Systems, ahead-of-print (ahead-of-print), 1-15. doi: 10.1080/08874417.2024.2316651
Lam, Tri, Heales, Jon and Hartley, Nicole (2023). The role of positive online reviews in risk-based consumer behaviours: an information processing perspective. Aslib Journal of Information Management. doi: 10.1108/AJIM-03-2023-0102
Dixon, Lucas J., Hornsey, Matthew J. and Hartley, Nicole (2023). “The secret” to success? The psychology of belief in manifestation. Personality and Social Psychology Bulletin, 1461672231181162. doi: 10.1177/01461672231181162
Ross, Megan H., Nelson, Mark, Parravicini, Vicki, Weight, Matthew, Tyrrell, Ryan, Hartley, Nicole and Russell, Trevor (2023). Staff perspectives on the key elements to successful rapid uptake of telerehabilitation in medium‐sized public hospital physiotherapy departments. Physiotherapy Research International, 28 (3) e1991, e1991. doi: 10.1002/pri.1991
Dixon, Lucas J., Hornsey, Matthew J., Hartley, Nicole, Chapman, Cassandra M. and Brienza, Justin P. (2023). The psychology of attraction to multi‐level marketing. Journal of Consumer Affairs, 57 (3), 1213-1235. doi: 10.1111/joca.12526
Wirtz, Jochen, Kunz, Werner H., Hartley, Nicole and Tarbit, James (2022). Corporate digital responsibility in service firms and their ecosystems. Journal of Service Research, 26 (2), 173-190. doi: 10.1177/10946705221130467
Moss, Perrin, Hartley, Nicole and Russell, Trevor (2022). Integration intrapreneurship: implementing innovation in a public healthcare organization. Journal of Innovation and Entrepreneurship, 11 (1) 50, 1-23. doi: 10.1186/s13731-022-00248-x
Tarbit, James, Hartley, Nicole and Previte, Josephine (2022). Exoskeletons at your service: a multi-disciplinary structured literature review. Journal of Services Marketing, 37 (3), 313-339. doi: 10.1108/jsm-02-2022-0045
Moss, Perrin, Hartley, Nicole, Newcomb, Dana and Russell, Trevor (2022). Measuring the success of a Project ECHO implementation: results from an international e-Delphi study. Global Implementation Research and Applications, 2 (3), 179-194. doi: 10.1007/s43477-022-00050-7
Wirtz, Jochen, Tarbit, James ‘Jimmy’, Hartley, Nicole and Kunz, Werner (2022). Corporate digital responsibility: Dealing with ethical, privacy and fairness challenges of AI. Journal of AI, Robotics & Workplace Automation, 1 (4), 325-328. doi: 10.69554/ejdv6502
Ross, Megan H., Whitehead, Andrea, Jeffery, Lauren, Hartley, Nicole and Russell, Trevor (2022). Supervising students during a global pandemic: clinical educators’ perceptions of a student-led telerehabilitation service during COVID-19. International Journal of Telerehabilitation, 14 (1), e6464. doi: 10.5195/ijt.2022.6464
Sung, Billy, Vanman, Eric J. and Hartley, Nicole (2022). Revisiting (dis)fluency: metacognitive difficulty as a novelty cue that evokes feeling-of-interest. Psychology and Marketing, 39 (8), 1451-1466. doi: 10.1002/mar.21664
Ross, Megan H., Whitehead, Andrea, Jeffery, Lauren, Hill, Annie, Hartley, Nicole and Russell, Trevor (2022). Allied health students’ experience of a rapid transition to telerehabilitation clinical placements as a result of COVID-19. Australian Journal of Clinical Education, 10 (1). doi: 10.53300/001c.32992
Wirtz, Jochen, Fritze, Martin P., Jaakkola, Elina, Gelbrich, Katja and Hartley, Nicole (2021). Service products and productization. Journal of Business Research, 137, 411-421. doi: 10.1016/j.jbusres.2021.08.033
Sung, Billy, Hartley, Nicole, Vanman, Eric and Hooshmand, Reyhane (2021). Objective vs subjective design newness. Asia Pacific Journal of Marketing and Logistics, ahead-of-print (ahead-of-print), 1482-1502. doi: 10.1108/apjml-12-2020-0897
Campbell, Jessica, Theodoros, Deborah, Russell, Trevor, Hartley, Nicole and Gillespie, Nicole (2021). Role and process change and satisfaction with an educational and developmental psychologist telehealth service for rural children. The Educational and Developmental Psychologist, 38 (1), 143-157. doi: 10.1080/20590776.2021.1915097
Campbell, Jessica, Theodoros, Deborah, Russell, Trevor, Hartley, Nicole and Gillespie, Nicole (2021). Speech-language pathologist practice changes in telehealth speech-language therapy for rural children. Journal of Clinical Practice in Speech-Language Pathology, 23 (1), 2-9. doi: 10.1080/22087168.2021.12370304
Simmich, Joshua, Mandrusiak, Allison, Russell, Trevor, Smith, Stuart and Hartley, Nicole (2021). Perspectives of older adults with chronic disease on the use of wearable technology and video games for physical activity. Digital Health, 7 205520762110199, 1-15. doi: 10.1177/20552076211019900
Simmich, Joshua, Mandrusiak, Allison, Smith, Stuart Trevor, Hartley, Nicole and Russell, Trevor Glen (2021). A co-designed active video game for physical activity promotion in people with COPD: pilot trial. JMIR Serious Games, 9 (1) e23069, e23069. doi: 10.2196/23069
Lam, Tri Khai, Heales, Jon, Hartley, Nicole and Hodkinson, Chris (2020). Consumer trust in food safety requires information transparency. Australasian Journal of Information Systems, 24 2219. doi: 10.3127/ajis.v24i0.2219
Arora, Anshu Saxena and Hartley, Nicole (2020). Emerging research themes in global value chains. International Journal of Emerging Markets, 15 (1), 1-3. doi: 10.1108/IJOEM-02-2020-603
Moss, Perrin, Hartley, Nicole, Ziviani, Jenny, Newcomb, Dana and Russell, Trevor (2020). Executive decision-making: piloting Project ECHO® to integrate care in Queensland. International Journal of Integrated Care, 20 (4) 23, 23-15. doi: 10.5334/ijic.5512
Campbell, Jessica, Theodoros, Deborah, Russell, Trevor, Gillespie, Nicole and Hartley, Nicole (2019). Client, provider and community referrer perceptions of telehealth for the delivery of rural paediatric allied health services. Australian Journal of Rural Health, 27 (5) ajr.12519, 419-426. doi: 10.1111/ajr.12519
Sung, Billy, Vanman, Eric and Hartley, Nicole (2019). Interest, but not liking, drives consumer preference toward novelty. Australasian Marketing Journal, 27 (4), 242-248. doi: 10.1016/j.ausmj.2019.06.003
Campbell, Jessica, Theodoros, Deborah, Hartley, Nicole, Russell, Trevor and Gillespie, Nicole (2019). Implementation factors are neglected in research investigating telehealth delivery of allied health services to rural children: A scoping review. Journal of Telemedicine and Telecare, 26 (10), 1357633X19856472-606. doi: 10.1177/1357633x19856472
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, 58 (3), 004728751875550-382. 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
Arora, Anshu Saxena and Hartley, Nicole (2017). Guest editorial: Sustainability, institutions and internationalization in emerging markets: role of sustainable innovation for sustainable world development. International Journal of Emerging Markets, 12 (1), 2-7. doi: 10.1108/IJoEM-01-2016-0020
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
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, 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.
Hartley, Nicole and Dobele, Angela (2009). Feathers in the nest: Establishing a supportive environment for women researchers. Australian Educational Researcher, 36 (1), 43-58. doi: 10.1007/BF03216891
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
Moss, Perrin, Hartley, Nicole, Ziviani, Jenny, Newcomb, Dana and Russell, Trevor (2023). Executive decision-making: piloting Project ECHO® to integrate care in Queensland. MetaECHO Global Conference, Albuquerque, NM United States, 18-21 September 2023. Albuquerque, NM United States: ECHO Institute.
Moss, Perrin, Hartley, Nicole and Russell, Trevor (2023). Integration intrapreneurship: implementing innovation in a public healthcare organization. MetaECHO Global Conference, Albuquerque, NM United States, 18-21 September 2023. Albuquerque, NM United States: ECHO Institute.
Moss, Perrin, Hartley, Nicole, Newcomb, Dana and Russell, Trevor (2023). Measuring the Success of a Project ECHO Implementation: Results from an International e-Delphi Study. MetaECHO Global Conference, Albuquerque, NM United States, 18-21 September 2023. ECHO Institute.
Tee, Yu Yhee, Hartley, Nicole, Brown, Mark and Wallin, Ann (2022). The effect of social media complaint management on the perceptions and behavioural intentions of virtually present others (VPOs). ANZMAC 2022, Perth, WA Australia, 5-7 December 2022. Perth, WA Australia: ANZMAC.
Moss, Perrin, Hartley, Nicole and Russell, Trevor (2022). Integration intrapreneurship: strategies and tactics to implement innovation in a public healthcare organisation. 22nd Successes and Failures in Telehealth Conference, Brisbane, QLD Australia, 9-11 November 2022. Australian Telehealth Society.
Moss, Perrin, Hartley, Nicole, Newcomb, Dana and Russell, Trevor (2022). Measuring implementation success of a telementoring innovation: results from an international e-Delphi study. 22nd Successes and Failures in Telehealth Conference, Brisbane, QLD Australia, 9-11 November 2022. Australian Telehealth Society.
Moss, Perrin, Hartley, Nicole, Ziviani, Jenny, Newcomb, Dana and Russell, Trevor (2022). Executive Decision-Making: Piloting Project ECHO® to Integrate Care in Queensland. 22nd Successes and Failures in Telehealth Conference, Brisbane, QLD Australia, 9-11 November 2022. Australian Telehealth Society.
Lam, Tri, Heales, Jon and Hartley, Nicole (2022). Perceived risk triggers the effects of trace-back information on consumer trust. Twenty-eighth Americas Conference on Information Systems, Minneapolis, MN, United States, 10-14 August 2022. Atlanta, GA, United States: Association for Information Systems.
Wong, Sabrina, Hartley, Nicole and Wallin, Ann (2022). The impact of taste on credence services: an abstract. 2021 AMS Virtual Annual Conference and World Marketing Congress, Virtual, 1-4 June 2021. Cham, Switzerland: Springer Nature. doi: 10.1007/978-3-030-95346-1_194
Berg, Daniela, Hartley, Nicole and Alkire, Linda (2020). Social Service Robots: What do we Know and Where do we Go Next? An Abstract. 2019 AMS World Marketing Congress (WMC), Edinburgh, Scotland, 9-12 July 2019. Cham, Switzerland: Springer. doi: 10.1007/978-3-030-42545-6_15
Lam, Tri, Heales, Jon, Hartley, Nicole and Hodkinson, Chris (2018). Information transparency matters in relation to consumer trust in food safety. Australasian Conference on Information Systems, Sydney, Australia, 3-5 December 2018. Sydney, Australia: ACIS2018.org. doi: 10.5130/acis2018.bh
Theodoros, Deborah, Hill, Anne, Hartley, Nicole, Martin-Khan, Melinda, Bird, Dominique, Russell, Trevor, Goodenough, Belinda and Gillespie, Nicole (2016). Innovation to implementation for telehealth (i2i4Telehealth). A practical guide for knowledge translation in telehealth. Successes and Failures in Telehealth - 7th Annual Meeting of the Australasian Telehealth Society, Auckland, New Zealand, 31 October - 3 November 2016.
Hartley, Nicole and Harrison, Paul (2011). An exploration of motives for attending Australian eco-tourism locations and their influence on future intentions. EMAC 2011 Conference, Ljubljana, 24-27 May 2011.
Hartley, Nicole (2010). Customer service excellence : A multi-skilled domain. 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. Australian and New Zealand Marketing Academy Conference (ANZMAC, 2009), Melbourne, Australia, 30 November-2 December 2009. Canning Bridge, WA, Australia: Australian & New Zealand Marketing Academy (ANZMAC).
Hartley, Nicole and Harrison, Paul (2007). Don't rain on my parade: Barriers to ecological tourism. Australian and New Zealand Marketing Academy Conference (ANZMAC, 2007), Dunedin, New Zealand, 3-5 December 2007. Dunedin, New Zealand: Australian and New Zealand Marketing Academy (ANZMAC).
Research Report
Andreassen, Tor W., Archibald, Gordon, Beekhuyzen, Jenine, Bongiovanni, Ivano, Brea, Edgar, Breidbach, Christoph, Burchill, Keith, Burgers, Henri, Cao, Selina, Coote, Len, Coram, Brendan, Cunningham, Claire, Feast, George, Field, Mitch, Ford, Jerad, Fouche, Leon, Gain, Alexandria, Gooding, Glen, Goyeneche Ramirez, David, Green, Teegan, Gschwind, Daniel, Hall, Thomas, Hartley, Nicole, Heinz, Daniel, Hine, Damian, Indulska, Marta, Kapernick, Brett, Kastelle, Tim, Ko, Ryan ... Zhang, Wenlu (2023). Digital Service Transformation: Pathways to human and economic wellbeing: White paper. Brisbane, QLD, Australia: The University of Queensland. doi: 10.14264/aed4918