Dr Richard Nicholls
Senior Lecturer in Marketing
Department of Marketing and Enterprise
tel: 01905 543335
Richards 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
Customer-to-customer interaction (CCI)
Ageing and service consumption
Member of Academy of Marketing (MAM)
European Institute for Advanced Studies in Management (EIASM)
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.
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
Ageing Service Customers