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Dr Neeru Malhotra

 

Marketing and Strategy Department

Neeru Malhotra
The main focus of Neeru’s research is in the area of Services Marketing, with an inter-disciplinary approach towards research on service marketing and management. Her research programme comprises areas such as internal marketing with a particular focus on frontline employee service performance and management, retailing and consumer behaviour with focus on e-services and examining value co-creation in extended service encounters such as healthcare and higher education contexts.
Position: Senior Lecturer 

Phone: +44(0)121 204 3151 Email: n.malhotra@aston.ac.uk
Room: ABS235

  • B.Com (Hons) (SRCC, Delhi University, India)
  • M.Com  (Delhi School of Economics, Delhi University, India)
  • PhD (Bradford University, UK) 

Neeru's research interests include Internal Marketing, Service Quaility Management and Strategy. Neeru's doctoral research, in particular, investigates the significance of internal marketing in influencing frontline employee attitudes and services quality in banking call centres. Neeru is interested in an inter-disciplinary approach towards research on service quality management.

Neeru is currently teaching Marketing Management and Strategy and Service Marketing at the undergraduate and Postgraduate level.

Neeru's research interests include Internal Marketing, Service Quaility Management and Strategy. Neeru is interested in an inter-disciplinary approach towards research on service quality management. Her research programme comprises areas such as internal marketing with a particular focus on frontline employee service performance and management, retailing and consumer behaviour with focus on e-services and examining value co-creation in extended service encounters such as healthcare and higher education contexts.
  • Mukherjee A and Malhotra N (2006) "Does role clarity explain employee-perceived service quality? A study of antecedents and consequences in call centres", International Journal of Service Industry Management, Vol.17, No.5, pp.444-473 -Selected as the 'Highly Commended Winner' at the Emerald Literati Network Awards for Excellence, 2007

  • ESRC Grant (over £100k) awarded to conduct research on Marketing and HR aspects of Indian Call Centres. Budhwar P and Malhotra N (2006) "HRM Systems, Internal Marketing and Performance in Indian Call Centres"

  • Academy of Marketing Conference, UK, (2003)- Best Paper Award in Services Marketing Track. Malhotra N and Mukherjee A (2003) "Do organisational commitment and job satisfaction influence service quality of the customer-contact employees in banking call centres?" 

I have successfully supervised one PhD student to completion. My second student is in the writing up stage. 

I am interested in receiving Phd applications in the following three areas: 

  • Service performance and management, within which my research interests are Internal Marketing, Frontline employee service quality management and Service Strategy. 
  • Retailing and Customer Behaviour, within which my research interests are consumer behaviour,  understanding adoption /continued use of technology in e-tailing and understanding the role of customer, firm and market level factors for e-services 
  • Value co-creation in services, within which my research interests lie in understanding customer service experience and customer engagement behaviours in extended service encounter contexts such as healthcare and higher education 

 

Masters Supervision 

I have successfully supervised over 75 Research Dissertations at Masters Level through full-time mode

  • Editorial Review Board Member, International Journal of Customer Relationship and Management.
  • Editorial Review Board Member, International Journal of Pharmaceutical and Healthcare Marketing.
  • Editorial Review Board Member, Journal of Indian Business Research.        
  • Editorial Review Board Member, The Service Industries Journal. 
  • Fellow, Higher Education Academy.
  • Member, Academy of Marketing.
  • Member, American Marketing Association.
  • Member, Australia and New Zealand Marketing Academy.
  • Member, INFORMS Marketing Science. 

Refereed Journal Articles

  • Malhotra, N., Sahadev, S. and Purani, K. (forthcoming 2017) “Psychological Contract Violation and Customer Intentions to Reuse Online Retailers: Exploring Mediating and Moderating Mechanisms” Accepted at Journal of Business Research 
  • Evanschitzky,H., Malhotra N., Lemon K. and Wangenheim F(forthcoming 2017) “Antecedents of Peripheral Services Cross-Buying Behavior”, Accepted at Journal of Retailing and Consumer Services 
  • Malhotra N and Ackfeldt A-L (2016) “Internal communication and prosocial service behaviors of front-line employees: Investigating mediating mechanisms”, Journal of Business Research 
  • Malhotra N. and Lages C.R. (2015) "Frontline Service Recovery performance through the lens of Organizational Support Theory", Naples Forum on Services, Naples, Italy 
  • Evanschitzky, H., Malhotra N., and Lemon K. (2015) “Antecedents of Peripheral Services Cross-Buying Behavior”, Academy of Marketing Science Conference, Bari, Italy 
  • Malhotra, N., Ackfeldt, A. (2014). “Understanding key mechanisms by which internal communication influences prosocial service behaviours of frontline employees”, 13th La Londe Service Management Conference, Paris, France 
  • Malhotra N. and Lages C. R. (2014) “Frontline Service Recovery Performance: Exploring the role of POS and Felt Obligation”, 13th La Londe Service Management Conference, Paris, France 
  • Lages C. R., Piercy N and Malhotra N. (2014) “"Shared Values and Service Delivery Performance of Frontline Employees: Exploring the mediating mechanisms" AMA Winter Educator's Conference, Orlando, USA 
  • Frech B., Malhotra N. and Higson H. (2013) “Does Satisfaction Pay Off? A Conceptual Model of Customer Satisfaction in a Higher Education Context”, Academy of Marketing Conference, Cardiff, UK 
  • Wieseke, J., Malhotra N, and Schmidt K (2011) “Exploring the usefulness of mystery shopping for services”, AMA Summer Educator's Conference, San Francisco, USA 

Book 

Sahadev S. Purani, K. and Malhotra N. (Eds.) “Boundary spanning elements and the marketing function in organizations” Springer International Publishing, Switzerland, 2015. DOI: 10.1007/978-3-319-13440-6 

Book chapters

Ackfeldt A. and Malhotra N. (2015) “Management interventions and prosocial behaviours: Understanding the mediating mechanisms”, in S.Sahadev, K.Purani and N. Malhotra (Eds.), Boundary spanning elements and the marketing function in organizations Springer, Vol. VI, p. 99-115

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