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Nicholls, Richard and Gad Mohsen, M. (2019) Managing customer-to-customer interaction (CCI) – insights from the frontline. Journal of Services Marketing, 33 (7). pp. 798-814. ISSN 0887-6045

Nicholls, Richard and Gad Mohsen, M. (2017) Customer-to-Customer Interaction (CCI): an Employee-based Perspective. In: QUIS15 - The 15th International Research Symposium on Service Excellence in Management, 12th - 15th June 2017, Porto, Portugal. (Unpublished)