Browse by Aston Author

Article

Lages, Cristiana, Piercy, Nigel, Malhotra, Neeru and Simões, C (2020). Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees. International Journal of Human Resource Management, 31 (21), pp. 2737-2760.

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 and Ackfeldt, Anna-Lena (2016). Internal communication and prosocial service behaviors of front-line employees:investigating mediating mechanisms. Journal of Business Research, 69 (10), pp. 4132-4139.

Budhwar, Pawan S., Varma, Arup, Malhotra, Neeru and Mukherjee, Avinandan (2009). Insights into the Indian call centre industry:can internal marketing help tackle high employee turnover? Journal of Services Marketing, 23 (5), pp. 351-362.

Book Section

Malhotra, N and Mukherjee, A (2006). Does internal marketing improve service quality in call centres? IN: ANZMAC 2006 conference proceedings. AUS: ANZMAC.

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

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

Book

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

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. Swindon: ESRC.