Senior Lecturer in Marketing
Worcester Business School
tel: 01905 543335
Richard’s main teaching and research interests focus on the management and marketing of services. His specialist areas include interaction between service customers; providing services for older consumers; and customer misbehaviour. Richard has extensive international experience and has taught at a number of European universities, including the European Business School in Frankfurt, Poznan University of Economics and Warsaw University.
Post-doctoral degree (‘Habilitation’) in Service Management
Ph.D. in Management Science
Post-graduate Diploma in Social Sciences
MA in Economics and Politics
- Teaching & Research
Teaching & Research
Customer-to-customer interaction (CCI)
Ageing and service consumption
- Professional Bodies
Member of Academy of Marketing (MAM)
European Institute for Advanced Studies in Management (EIASM)
Nicholls, R. and Gad Mohsen, M. (2015) Other Customer Age – Exploring customer age-difference related CCI. Journal of Services Marketing, 29 (4), 255-267.
Nicholls, R. (2013) Services and service marketing in Central and Eastern Europe. In Fisk, R.P., Russell-Bennett, R. and Harris, L.C. (eds.) Serving Customers: Global Services Marketing Perspectives. Prahran, Australia, Tilde University Press.
Nicholls, R. (2011) Customer-to-customer interaction (CCI): a cross-cultural perspective. International Journal of Contemporary Hospitality Management, 23 (2), 209-223.
Nicholls, R. (2010) New directions for customer-to-customer interaction research. Journal of Services Marketing, 24 (1), 87-97.
Nicholls, R. (2009) Researching Services using the Critical Incident Technique. Service Management, 4, 83-90.
Nicholls, R. (2008) No Longer Cinderella: Two decades of Customer-to-Customer Interaction (CCI) research. In Proceedings of the AMA SERVSIG Services Research Conference, Liverpool, UK.
Nicholls, R. (2007) Value creation in services: A customer-to-customer (C2C) approach. In Starnawska, S. and Werda, W. (eds.) In search for value: selected aspects, Siedlce: University of Podlasie: pp. 79-84.
Nicholls, R. (2006) Service design: incorporating customer B. In Rogozinski, K. (ed.) Knowledge-intensive services [Uslugi bogate w wiedze]. Poznan, Infomila, pp. 210-217.
Nicholls, R. (2005) Interactions between Service Customers: Managing On-site Customer-to-Customer Interactions for Service Advantage, Poznan, The Poznan University of Economics.
- External Responsibilities
Member of Editorial Advisory Board:
Journal of Services Marketing
International Journal of Contemporary Hospitality Management
Ad hoc reviewer for:
Journal of Retailing and Consumer Services
Managing Service Quality
- Current PhD Projects
Ageing Service Customers