Dr Nicole Hartley
Nicole Hartley
Senior Lecturer in Marketing | MBA Director
  • PhD, Marketing (services), Psychology & Management (The University of Sydney)
  • BBus (Hons 1) / BArts, Marketing, Psychology & Tourism (Central Queensland University)
  • Diploma of Market Research, Marketing (Central Queensland University)
+61 7 334 68022
Room 443, Colin Clark Building, St. Lucia Campus

    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.

    Research interests

    Customer engagement and service delivery
    This research focuses on exploring the role of customer engagement with service organisations and the relative effectiveness of service delivery models in fostering valuable customer relationships.
    Customer-brand relationships
    This research makes further contributions to the field of consumer psychology and consumer choice. Specifically, this area of research examines the bonds (including emotional connectedness) that consumers form with brands, with a focus on brand loyalty to service products.
    Profiling of customer service personnel
    This field of inquiry stems from my PhD research and explores the impact of various personality, value-based and personal (ie. Emotional Intelligence) factors of service providers on various organisational performance outcomes.
    Service employee-customer relationships
    This research investigates the effects of personal characteristics and the interactional effects between customers and service providers on behavioural and attitudinal service outcomes. This research has established a classification of service interactions between service providers and customers across service contexts.


    View full publications list


    • Australia New Zealand Marketing Academy (ANZMAC)
    • Australian Marketing Institute (AMI)
    • American Marketing Association (AMA)
    • Academy of Marketing (AM)
    • Association of Consumer Research (ACR)
    • Emotions and Organisational Life (EMONET)
    • Customer Service Institute of Australia (CSIA)

    Major research grants

    Title Agency Year Amount
    Home telehealth adoption in the aging population: Consumer perspectives (T Russell, N Gillespie, N Hartley, D Theodoros, A Hill & L Gray) NHMRC Project Grant 2017 2017-2020 $252,000
    International student beach safety: Identifying promising interventions (B Ritchie & N Hartley) UQ BEL Research Grant 2016-2017 $19,900
    Understanding pet-related consumption: Collaborative strategies for social and commercial benefit (J Previte, N Hartley, C May and R Russell-Bennett) UQ BEL Faculty Industry Linkage Support Grant 2016 $2,500
    UQ Business School Research Laboratory (G Walters, S Dolnicar, J McColl-Kennedy, B Oliver, L Shanshi, N Hartley, T Okimoto and M Indulska) UQ Major Equipment & Infrastructure (MEI) Grant 2016 $86,900
    Q-Pharm Knowledge Transfer Partnership Project. Queensland Government Advance Queensland Knowledge Transfer Partnerships 2016 $11,880
    Understanding online education through the lens of service separation ARC Discovery Project 2014-2016 $195,158
    UQ New Staff Research Start-up Grant UQ R&ID and BEL Faculty 2010-2012 $11,920
    Pearson Publishing - Innovative Teaching Material Development Grant (D Nguyen & N Hartley) Pearson Education 2010 $9,000
    Role of consumer emotional intelligence and brand bonding Faculty of Business Research Grant [UTS] 2009 $9,729
    Research publication grant ICAN Research Grant [UTS] 2007 $2,100