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Dr Neeru Malhotra

 

Marketing Group

Neeru Malhotra
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.

  • Service Quality and Management 
  • 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?" 
  • 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, International Journal of Pharmaceutical 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

  • Ackfeldt, A-L and Malhotra N. (2013) "Revisiting the role stress-commitment relationship: Can managerial interventions help?" European Journal of Marketing, 47, 353-374. 
  • Malhotra N., Mavondo F., Mukherjee A. and Hooley G. (2012) “Service quality of frontline employees: a profile deviation analysis”, Journal of Business Research, 66, 1338-1344. 
  • Ackfeldt, A-L and Malhotra, N (2010) “Do managerial strategies influence service behaviours? Insights from qualitative study”, International Journal of Customer Relationship Marketing and Management, 1 (3), 43-55
  • Mukherjee A. and Malhotra N (2009) " Call Centre Service: The Good, The Bad, and the Ugly", Foreward to the special issue on call centres, Journal of Services Marketing, Vol.23, No.5
  • Budhwar P., Verma A, Malhotra N. and Mukherjee A (2009) "Insights into the Indian Call Centre Industry: Can Internal Marketing help tackle high employee turnover?", Journal of Services Marketing, Vol.23, No.5
  • Mukherjee A, Pinto M.B. and Malhotra N (2009) "Power perceptions and modes of complaining: A study of university students, The Service Industries Journal, Vol.29, No. 9
  • Shamdasani P., Mukherjee A and Malhotra N (2008) "Antecedents and Consequences of Service Quality in Consumer Evaluation of Self-Service Internet Technologies", The Service Industries Journal, Vol.28, No.1, pp.1-22
  • Malhotra N., Budhwar P., and Prowse P. (2007) "Linking rewards to Commitment: An empirical investigation of four UK Call Centres", The International Journal of Human Resource Management, Vol.18, No.12, pp. 2095-2127
  • 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 (Received Emerald Literati Highly Commended Award)
  • Malhotra N and Mukherjee A (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, Vol.18, No.3, pp. 162-174 ( in Top 10 most accessed artilcle from Emerald Full-text database).
  • Malhotra N and Mukherjee A (2003) "Analysing the commitment - service quality relationship: A comparative study of retail banking call centres and branches", Journal of Marketing Management, Vol.19, No.9-10, pp. 941- 971

 

Refereed Conference Publications 

  • Malhotra, N., Shamdasani, P., Mukherjee, A., The 7th Decision Sciences Institute Conference, "Examining Brand Equity in B-B Services," IMI, India, (December 2013)
  • Malhotra, N., Higson, H., Bernadette, F., Academy of Marketing Conference, "Does Satisfaction Pay Off? A Conceptual Model of Customer Satisfaction in a Higher Education Context," Cardiff, UK, July 2013
  • Ackfeldt, A., Malhotra, N., 2012 AIM International Annual Conference: Innovations in Marketing for Emerging Markets: Global Challenges and Opportunities, "Can we manage the influence of role stressors on organizational commitment of front-line employees?," Bangalore, India. (July 29, 2012 - July 30, 2012)
  • Malhotra, N., Sood, A., Budhwar, P., Indian Academy of Management Conference, "Revisiting the commitment-performance conundrum of frontline employees in Indian call centres," Banglalore, India, 2011
  • Wieseke, J., Malhotra N, and Schmidt K (2011) “Exploring the usefulness of mystery shopping for services”, Paper presented at the AMA Summer Educator's Conference, San Francisco, US, August, 2011
  • Malhotra N., Mukherjee A., and Gilland D (2010) “Revisiting the Extrinsic –Intrinsic Conundrum: Which Reward helps to Improve Frontline Employee performance?”, Paper presented at the AMA Summer Educator's Conference, Boston, US, August, 2010
  • Malhotra N.,Sood A and Budhwar P (2010) “Understanding Linkages Between Commitment And Performance In The Indian Call Centre Context” Paper presented at the Academy of Marketing Conference, Coventry, UK, July, 2010 
  • Malhotra N., Mavondo F. and Mukherjee A (2009) "A Profile Deviation Analysis of Top Performing Service Employees in Bank Branches and Call Centres" Paper presented at the AMA Winter Educator's Conference, Tampa, US, Feb 2009 
  • Ackfeldt A. Malhotra N. and Fay D (2009) "Investigating the Moderating Effects of Managerial Interventions on the Role Stress - Commitment Relationship", Paper presented at the AMA Winter Educator's Conference, Tampa, US, Feb 2009 
  • Budhwar P and Malhotra N (2007), "Emerging Patterns of Work Processes in Indian Call Centres: An Exploratory Study", Paper presented at ERU (Employment Research Unit) Conference, Cardiff 
  • Malhotra N and Mukherjee A (2006) "Does Internal Marketing Improve Service Quality in Call Centres?", 2006 ANZMAC Conference, 4-6 December, Brisbane, Australia 
  • Mukherjee A and Malhotra N (2006) "A Model of Active Learning for University Students", Paper presented at the 2006 INFORMS Marketing Science Conference, 8-10 June, Pittsburgh, US 
  • Malhotra N and Mukherjee A (2005) "Competing Models on Job Satisfaction, Affective Commitment & Service Quality of Frontline Employee", Paper presented at the 2005 INFORMS Marketing Science Conference,16-18 June, Atlanta, US 
  • Mukherjee A and Malhotra N (2005) "Antecedents and Consequences of Role Clarity in Explaining Employee-perceived Service Quality in Call Centers", Paper presented at the AMA Winter Marketing Educators' Conference, 11-14 February, Texas, US 
  • Malhotra N and Mukherjee A (2004) "Performance Analysis of Frontline Service Employees: Case of a Banking Call Center" Paper presented at the 2004 INFORMS Marketing Science Conference, 23-26 June, Rotterdam 
  • Malhotra N and Mukherjee A (2003) "Do organisational commitment and job satisfaction influence service quality of the customer-contact employees in banking call centres?", Paper presented at the Academy of Marketing Conference, July, Aston. This paper received the Best Paper Award in Services Marketing Track. 
  • Malhotra N (2002) "Analysing relationships among rewards, organisational commitment and service quality: An Internal marketing perspective ", Paper presented at the Academy of Marketing Conference, July, Nottingham.

 Book Chapter

  • Smets, M., Morris, T., Malhotra, N. (2010). Career models and capacity for innovation in professional services. Handbook of Research on Enterpreneurship in Professional Services. Edward Elgar.
  • Budhwar P, Malhotra N and Singh V (2009) "Work Processes and Emerging Problems in Indian Call Centres", in  Mohan Thite and Bob Russell (Eds), The Next Available Operator, Sage Publications Ltd, UK pp.59-82
  • Malhotra N, Budhwar P, and Bhatnagar J (2006) "Investigating Antecedents to Organisational Commitment: An empirical investigation in Retail Banking Call Centres" In P. Singh, J. Bhatnagar and A. Bhandarker (Eds.) Future of  Work: Mastering Change. Excel Books, 237-252. (ISBN 81-7446-502-2)        

Employable Graduates; Exploitable Research