Phone: +44(0)121 204 3151 Email: email@example.com Room: ABS235
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.
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:
I have successfully supervised over 75 Research Dissertations at Masters Level through full-time mode
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
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