Browse by Aston Author

Article

Malhotra, Neeru; Sahadev, Sunil and Purani, Keyoor (2017). Psychological contract violation and customer intention to reuse online retailers:exploring mediating and moderating mechanisms. Journal of Business Research, 75 , pp. 17-28.

Evanschitzky, Heiner; Malhotra, Neeru; v. Wangenheim, Florian and Lemon, Katherine N. (2017). Antecedents of peripheral services cross-buying behavior. Journal of Retailing and Consumer Services, 36 , pp. 218-224.

Malhotra, Neeru; Mavondo, Felix; Mukherjee, Avinandan and Hooley, Graham (2013). Service quality of frontline employees:a profile deviation analysis. Journal of Business Research, 66 (9), pp. 1338-1344.

Ackfeldt, Anna-Lena and Malhotra, Neeru (2010). Do managerial strategies influence service behaviours? Insights from a qualitative study. International Journal of Customer Relationship Marketing and Management, 1 (3), pp. 43-55.

Mukherjee, Avinandan and Malhotra, Neeru (2006). Does role clarity explain employee-perceived service quality? A study of antecedents and consequences in call centres. Journal of Service Management, 17 (5), pp. 444-473.

Malhotra, Neeru and Mukherjee, Avinandan (2004). The relative influence of organisational commitment and job-satisfaction on service quality of customer-contact employees in banking call centres. Journal of Services Marketing, 18 (3), pp. 162-174.

Malhotra, Neeru and Mukherjee, Avinandan Analysing the commitment - service quality relationship:a comparative study of retail banking call centres and branches. Journal of Marketing Management, 19 (9-10), pp. 941-971.

Shamdasani, Prem; Mukherjee, Avinandan and Malhotra, Neeru Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies. Service Industries Journal, 28 (1), pp. 117-138.

Mukherjee, Avinandan and Malhotra, Neeru Call centre services:the good, the bad, and the ugly. Journal of Services Marketing, 23 (5),

Budhwar, Pawan S.; Varma, Arup; Malhotra, Neeru and Mukherjee, Avinandan Insights into the Indian call centre industry:can internal marketing help tackle high employee turnover? Journal of Services Marketing, 23 (5), pp. 351-362.

Malhotra, Neeru and Ackfeldt, Anna-Lena Internal communication and prosocial service behaviors of front-line employees:investigating mediating mechanisms. Journal of Business Research, In pre ,

Malhotra, Neeru; Budhwar, Pawan S. and Prowse, Peter Linking rewards to commitment:an empirical investigation of four UK call centres. International Journal of Human Resource Management, 18 (12), pp. 2095-2127.

Mukherjee, Avinandan; Pinto, Mary B. and Malhotra, Neeru Power perceptions and modes of complaining in higher education. Service Industries Journal, 29 (11), pp. 1615-1633.

Ackfeldt, Anna-Lena and Malhotra, Neeru Revisiting the role stress-commitment relationship:can managerial interventions help? European Journal of Marketing, 47 (3-4), pp. 353-374.

Book Section

Sahadev, Sunil; Purani, Keyoor and Malhotra, Neeru (2015). Managing boundary spanning elements:an introduction. IN: Boundary spanning elements and the marketing function in organizations. Sahadev, Sunil; Purani, Keyoor and Malhotra, Neeru (eds) Cham (CH): Springer.

Malhotra, Neeru; Mukherjee, Avinandan and Gilliland, David (2010). Revisiting the extrinsic-intrinsic conundrum:which reward helps to improve frontline employee performance? IN: AMA Summer educators conference 2010 : enhancing knowledge development in marketing. Iyer, Easwar and Coulter, Robin (eds) American Marketing Association.

Budhwar, Pawan; Malhotra, Neeru and Singh, Virender (2009). Work processes and emerging problems in Indian call centres. IN: The next available operator. Thite, Mohan and Russell, Bob (eds) New Delhi (IN): SAGE.

Malhotra, Neeru; Budhwar, Pawan and Bhatnagar, Jyotsna (2006). Investigating antecedents to organisational commitment:an empirical investigation in UK call centres. IN: Future of work, mastering change. Singh, Pritam; Bhatnagar, Jyotsna and Bhandarker, Asha (eds) New Delhi (IN): Excel.

Mukherjee, Avinandan and Malhotra, Neeru (2005). Antecedents and consequences of role clarity in explaining employee-perceived service quality in call centers. IN: AMA Winter Educators' Conference Proceedings. American Marketing Association.

Malhotra, Neeru and Mukherjee, Avinandan (2004). Performance analysis of frontline service employees:case of a banking call centre. IN: Proceedings 2004 INFORMS Marketing Science Conference. UNSPECIFIED.

Malhotra, Neeru and Mukherjee, Avinandan (2003). Do organisational commitment and job satisfaction influence service quality of the customer-contact employees in banking call centres? IN: Proceedings of Academy of Marketing conference 2003. Farrell, Andrew; Lee, Nick and Ling, I. (eds) UNSPECIFIED.

Malhotra, Neeru (2002). Analysing relationships among rewards, organisational commitment and service quality:an internal marketing perspective. IN: Proceedings of the Academy of Marketing Annual Conference. Tynan, C. (ed.) UNSPECIFIED.

Malhotra, Neeru and Mukherjee, Avinandan Competing models on job satisfaction, affective commitment and service quality of frontline employee. IN: Proceedings 2005 INFORMS Marketing Science Conference. UNSPECIFIED.

Ackfeldt, Anna-Lena and Malhotra, Neeru Do managerial strategies influence service behaviours? Insights from a qualitative study. IN: Successful customer relationship management programs and technologies. Riyad, Eid (ed.) Premier reference source . IGI Global.

Ackfeldt, Anna-Lena and Malhotra, Neeru Management interventions and prosocial behaviours:understanding the mediating mechanisms. IN: Boundary spanning elements and the marketing function in organizations. Sahadev, Sunil; Purani, Keyoor and Malhotra, Neeru (eds) Cham (CH): Springer.

Malhotra, Neeru and Ackfeldt, Anna-Lena Understanding key mechanism by which internal communication influences prosocial service behaviors of front-line employees. IN: The 13th international research conference in service management. UNSPECIFIED.

Conference or Workshop Item

Ackfeldt, Anna-Lena; Malhotra, Neeru and Fay, Doris (2009). Investigating the moderating effects of managerial interventions on the role stress-commitment relationship. IN: 2009 AMA Winter Educator's Conference. 2009-02-20 - 2009-02-23. (Unpublished)

Budhwar, Pawan and Malhotra, Neeru Emerging patterns of work processes in Indian call centres:an exploratory study. IN: 15th annual Employment Research Unit (ERU) conference. 2007-09-17 - 2007-09-18.

Malhotra, Neeru; Sood, Aarti and Budhwar, Pawan Understanding linkages between commitment and performance in the Indian call centre context. IN: Academy of Marketing Conference 2010. 2010-07-06 - 2010-07-08. (Unpublished)

Mukherjee, Avinandan and Malhotra, Neeru A model of active learning for university students. IN: INFORMS Marketing Science Conference. 2006-06-08 - 2006-06-10. (Unpublished)

Malhotra, Neeru; Mavondo, Felix T. and Mukherjee, Avinandan A profile deviation analysis of top performing service employees in bank branches and call centres. IN: 2009 AMA Winter Educator's Conference. 2009-02-20 - 2009-02-23. (Unpublished)

Book

Budhwar, Pawan and Malhotra, Neeru (2009). HRM systems, internal marketing and performance in Indian call centres:non-technical summary (Research summary) ESRC end of award report, RES-000-22-1876. Swindon: ESRC. ESRC.

Budhwar, Pawan and Malhotra, Neeru HRM systems, internal marketing and performance in Indian call centres:full research report ESRC end of award report, RES-000-22-1876. ESRC.