Nicholls, R. (2020) What goes on between customers? A cross-industry study of customer-to-customer interaction. Journal of Service Theory and Practice, early cite: https://www.emerald.com/insight/content/doi/10.1108/JSTP-05-2019-0112/full/html
Nicholls, R. and Gad Mohsen, M. (2019) Managing customer-to-customer interaction (CCI) – insights from the frontline. Journal of Services Marketing, 31 (7), 798-814.
Nicholls, R. and Kay, A. (2019) Understanding the Scope of In-Store C2C Influence in Retailing. Proceedings of Academy of Marketing 2019 Annual Conference, London, UK.
Nicholls, R. (2019) A Customer Diversity Perspective on Customer-to-Customer Interaction (CCI). Presentation at QUIS16 - The 16th International Research Symposium on Service Excellence in Management. Karlstad, Sweden.
Nicholls, R. (2018) Patient Aggression in Healthcare Services. Medical Maestro Magazine, 23, 3236-3240.
Nicholls, R. (2017) The Self-care Approach to Healthcare. Medical Maestro Magazine, 21, 2986-2989.
Nicholls, R. (2016) Exploring the meaning of ‘communitas’ in tourism and leisure. In F. McLeay (Ed.), Proceedings of Academy of Marketing 2016 Annual Conference: Radical Marketing, Northumbria University. ISBN: 9781906596293.
Nicholls, R. (2016) Responding to Fluctuating Demand for Healthcare Services. Medical Maestro Magazine, 14, 1946-1951.
Nicholls, R. and Gad Mohsen, M. (2015) Other Customer Age – Exploring customer age-difference related CCI. Journal of Services Marketing, 29 (4), 255-267.
Gad Mohsen, M., Marciniak, R. and Nicholls, R. (2015) When Luxury Hides Itself: Unveiling the Meaning Arab Women Attach to Luxury. In Proceedings of the 3rd International Conference on Contemporary Marketing Issues (ICCMI), Kingston University, London, UK, 208-216.
Nicholls, R. (2014) Managing patient-to-patient interaction: the waiting room experience. Medical Maestro Magazine, 5, 685-89.
Nicholls, R (2014) Ageing consumers – Future research directions. In e-Proceedings of the 5th International Research Symposium in Service Management on: Service Imperatives in the New Economy – Future Directions in Service Research, Parnu, Estonia, 08.06.2014-12.06.2014.
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.