Browse by Author

Article

Nicholls, Richard (2020) ‘Consumption as Work’ - Questioning the Meaning of ‘Retirement’ in the Self-Service Economy. Journal of Population Ageing. ISSN Print: 1874-7884 Online:1874-7876

Nicholls, Richard (2020) What goes on between customers? A cross-industry study of customer-to-customer interaction. Journal of Service Theory and Practice, 30 (2). pp. 123-147. ISSN 2055-6225

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 (2018) Managing Patient Misbehaviour in Healthcare Services. Medical Maestro Magazine, 24. pp. 3311-3316. ISSN 2353-3560

Nicholls, Richard (2018) Patient Aggression in Healthcare Services. Medical Maestro Magazine, 23. pp. 3236-3240. ISSN 2353-3560

Nicholls, Richard (2017) The Self-care Approach to Healthcare. Medical Maestro Magazine, 21. pp. 2986-2989. ISSN 2353-3560

Nicholls, Richard (2016) Demand Forecasting and Capacity Management. Medical Maestro Magazine, 17. pp. 2376-2379. ISSN 2353-3560

Nicholls, Richard (2016) Capacity Management in Healthcare Services. Medical Maestro Magazine, 16. pp. 2250-2253. ISSN 2353-3560

Nicholls, Richard (2016) More Than a Wallet: Serving the Older Consumer. Consumer Commerce Newsletter.

Nicholls, Richard (2016) Responding to Fluctuating Demand for Healthcare Services. Medical Maestro Magazine, 14. pp. 1946-1951. ISSN 2353-3560

Nicholls, Richard and Gad Mohsen, Marwa (2015) Other Customer Age: Exploring Customer Age-difference Related CCI. Journal of Services Marketing, 29 (4). pp. 255-267. ISSN 0887-6045

Nicholls, Richard (2014) Managing Patient-to-patient Interaction: the Waiting Room Experience. Medical Maestro Magazine, 5. pp. 685-689. ISSN 2353-3560

Nicholls, Richard (2011) Customer-to-Customer Interaction (CCI): a Cross-cultural Perspective. International Journal of Contemporary Hospitality Management, 23 (2). pp. 209-223. ISSN 0959-6119

Nicholls, Richard (2010) New Directions for Customer-to-Customer Interaction Research. Journal of Services Marketing, 24 (1). pp. 87-97. ISSN 0887-6045

Book Section

Nicholls, Richard (2024) The future of research on customer-to-customer interaction (CCI). In: A Research Agenda for Service Marketing. Elgar Research Agendas . Edward Elgar Publishing Ltd, Cheltenham, pp. 183-224. ISBN Print ISBN: 9781803923161 ‭• eISBN: 9781803923178

Nicholls, Richard and Heinonen, Kristina (2022) Customer-to-customer interactions in service. In: The Palgrave Handbook of Service Management. Palgrave Macmillan Cham, pp. 629-654. ISBN 978-3-030-91827-9; eBook: 978-3-030-91828-6

Nicholls, Richard (2010) The Challenge of Globalisation for Managing Service Encounters. In: Post-globalisation Era? New Visions and New Challenges. The characteristics of the new framework and the outlook. University of Podlasie, Siedlce, pp. 39-48.

Nicholls, Richard (2008) Perceived Risk in Service Consumption – a C2C Perspective. In: Uncertainty – risk or opportunity: Selected problems. University of Podlasie, Siedlce, pp. 227-236. ISBN 8370515193

Conference or Workshop Item

Nicholls, Richard (2022) Rejuvenating the services marketing curriculum: a customer-to-customer interaction (CCI) perspective. In: 2022 Academy of Marketing Conference, 5-7 July 2022, Huddersfield, UK. (Unpublished)

Nicholls, Richard (2022) Customer (dis)similarity explored. In: SERVSIG 2022, 16-18 June 2022, Glasgow, UK. (Unpublished)

Nicholls, Richard (2019) A Customer Diversity Perspective on Customer-to-Customer Interaction (CCI). In: QUIS16 - The 16th International Research Symposium on Service Excellence in Management, 10-13 June 2019, Karlstad University, Sweden. (Unpublished)

Nicholls, Richard (2019) Customer-to-Customer Interaction (CCI) in Tourism – a Customer Diversity Perspective. In: Travel and Tourism Research Association 2019: Tourism in the era of connectivity, 8th - 10th April 2019, Bournemouth University. (Unpublished)

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)

Nicholls, Richard (2017) Customer-to-Customer Interaction (CCI) Through the Lens of Social Diversity. In: 50th Academy of Marketing Annual Conference on Freedom Through Marketing, 3rd - 6th July 2017, Hull University Business School, UK. (Unpublished)

Gad Mohsen, Marwa and Nicholls, Richard (2016) Incorporating Research into Teaching: How & Why. In: University of Worcester Annual Learning and Teaching Conference, 16th June 2016, University of Worcester. (Unpublished)

Nicholls, Richard (2016) Exploring the Meaning of ‘Communitas’ in Tourism and Leisure. In: Academy of Marketing Annual Conference on Radical Marketing, 5-7 July 2016, Newcastle. (Unpublished)

Gad Mohsen, Marwa, Marciniak, R. and Nicholls, Richard (2015) When Luxury Hides Itself: Unveiling the Meaning Arab Women Attach to Luxury. In: ICCMI 2015, 3rd International Conference on Contemporary Marketing Issues, 30 June - 2 July 2015, London,UK.

Other

Nicholls, Richard (2025) Looking at customer-to-customer interaction (CCI) through the eyes of employees. University of Worcester, Worcester.

Nicholls, Richard (2023) We rarely consume alone. University of Worcester.