Browse by Aston Author

2017

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.

2015

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.

2013

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.

2010

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.

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.

2009

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.

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 (Unpublished)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; 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.

2006

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 (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.

2005

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.

2004

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 (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.

2003

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.

2002

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.