ºüÀêÊÓƵ

Members

Manijeh Alavi (PhD student)

Marei Ghalilib (PhD student)

Dr Laila Kasem

Rashid Mahmood (PhD student)

Mussa Mango (PhD student)

Dr Paulo Mora-Avila

Dr Richard Nicholls (theme lead)

Taiwo Olajumoke (PhD student)

Dr Sajad Rezaei

Xiaolu Sun (PhD student)

Dr Helen Watts

Dr Ria Wiiid

Associate Members

Dr Alex Kay (Hartpury ºüÀêÊÓƵ)

Current Projects

• Customer value management and customer touchpoints
• Customer-to-customer interaction in retailing
• Customer interactions with self-service – an older consumer perspective
• Gender stereotypes
• Intergenerational consumption decisions
• Brand association, personality and identification

Recent Publications

• Azemi, Y., Ozuem, W., Wiid, R., & Hobson, A. (2022). Luxury fashion brand customers’ perceptions of mobile marketing: Evidence of multiple communications and marketing channels. Journal of Retailing and Consumer Services, 66, 102944.
• Heinonen, K., & Nicholls, R. (2022). Customer-to-customer interactions in service. In The Palgrave Handbook of Service Management (pp. 629-654). Cham: Springer International Publishing.
• Khan, A., Rezaei, S., & Valaei, N. (2022). Social commerce advertising avoidance and shopping cart abandonment: A fs/QCA analysis of German consumers. Journal of Retailing and Consumer Services, 67, 102976.
• Nicholls, R. (2022). ‘Consumption as Work’-Questioning the Meaning of ‘Retirement’ in the Self-Service Economy. Journal of Population Ageing, 15(2), 493-513.
• Mawson, S. and Kasem, L. (2019), “Exploring the Entrepreneurial Intentions of Syrian Refugees in the UK”, International Journal of Entrepreneurial Behavior & Research, 25 (5), pp. 1128-1146.
• Nicholls, R. (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.
• Nicholls, R. and Gad Mohsen, M. (2019), “Managing customer-to-customer interaction (CCI) – insights from the frontline”, Journal of Services Marketing, 31 (7), pp. 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.
• Rasoolimanesh, S. M., Valaei, N., & Rezaei, S. (2023). Guideline for Application of fuzzy-set Qualitative Comparative Analysis (fsQCA) in Tourism and Hospitality Studies. In Cutting Edge Research Methods in Hospitality and Tourism (pp. 137-156). Emerald Publishing Limited.
• Shahijan, M.K., Rezaei, S. and Amin, M. (2018), “Qualities of effective cruise marketing strategy: Cruisers’ experience, service convenience, values, satisfaction and revisit intention”, International Journal of Quality and Reliability Management, 35 (10), pp. 2304-2327.
• Teichert, T., Rezaei, S. and Correa, J.C. (2020), “Customers’ experiences of fast food delivery services: uncovering the semantic core benefits, actual and augmented product by text mining”, British Food Journal. ISSN 0007-070X (In Press)
• Wiid, R. and Mora-Avila, P. (2017), “Arts marketing framework: The arts organisation as a hub for participation”, Journal of Public Affairs, 18 (2), e1657.
• Wiid, R., Grant, P. S., Mills, A. J., and Pitt, L. F. (2016), “No joke: Understanding public sentiment toward selling and salespeople through cartoon analysis”, Marketing Theory, 16 (2), pp 171-193.
• Wiid, R., Hurley, P., Mora-Avila, Paulo and Salmon, J. (2019), “Organisation-led Engagement with Consumers in Hidden Social Spaces”, Journal of Digital and Social Media Marketing, 7 (1), pp. 53-67.
• Wiid, R., Müllern, T., & Berndt, A. (2023). The face of nonbinary beauty communication on Instagram: a content analysis. Journal of Current Issues & Research in Advertising, 44(1), 1-23.