Neeru Malhotra
Neeru Malhotra
Reader in Marketing, Univeristy of Essex
Verified email at essex.ac.uk
Title
Cited by
Cited by
Year
The relative influence of organisational commitment and job satisfaction on service quality of customer‐contact employees in banking call centres
N Malhotra, A Mukherjee
Journal of services Marketing, 2004
6132004
Linking rewards to commitment: an empirical investigation of four UK call centres
N Malhotra, P Budhwar, P Prowse
The International Journal of Human Resource Management 18 (12), 2095-2128, 2007
3542007
Does role clarity explain employee‐perceived service quality? A study of antecedents and consequences in call centres
A Mukherjee, N Malhotra
International Journal of Service Industry Management, 2006
3142006
Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies
P Shamdasani, A Mukherjee, N Malhotra
The Service Industries Journal 28 (1), 117-138, 2008
3012008
Insights into the Indian call centre industry: can internal marketing help tackle high employee turnover?
PS Budhwar, A Varma, N Malhotra, A Mukherjee
Journal of services marketing, 2009
1922009
Analysing the commitment–service quality relationship: a comparative study of retail banking call centres and branches
N Malhotra, A Mukherjee
Journal of Marketing Management 19 (9-10), 941-971, 2003
1162003
Service quality of frontline employees: A profile deviation analysis
N Malhotra, F Mavondo, A Mukherjee, G Hooley
Journal of Business Research 66 (9), 1338-1344, 2013
782013
Psychological contract violation and customer intention to reuse online retailers: Exploring mediating and moderating mechanisms
N Malhotra, S Sahadev, K Purani
Journal of Business Research 75, 17-28, 2017
722017
Revisiting the role stress‐commitment relationship: Can managerial interventions help?
AL Ackfeldt, N Malhotra
European journal of marketing, 2013
692013
Internal communication and prosocial service behaviors of front-line employees: Investigating mediating mechanisms
N Malhotra, AL Ackfeldt
Journal of business research 69 (10), 4132-4139, 2016
602016
Power perceptions and modes of complaining in higher education
A Mukherjee, MB Pinto, N Malhotra
The Service Industries Journal 29 (11), 1615-1633, 2009
342009
Work processes and emerging problems in Indian call centres
P Budhwar, N Malhotra, V Singh
The Next Available Operator: Managing Human Resources in Indian Business …, 2009
202009
Antecedents of peripheral services cross-buying behavior
H Evanschitzky, N Malhotra, F Wangenheim, KN Lemon
Journal of Retailing and Consumer Services 36, 218-224, 2017
142017
Call centre services: the good, the bad, and the ugly
A Mukherjee, N Malhotra
Journal of Services Marketing, 2009
122009
Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees
CR Lages, NF Piercy, N Malhotra, C Simões
The International Journal of Human Resource Management 31 (21), 2737-2760, 2020
112020
Organisational justice, organisational identification and job involvement: the mediating role of psychological need satisfaction and the moderating role of person-organisation fit
N Malhotra, S Sahadev, NQ Sharom
The International Journal of Human Resource Management, 1-36, 2020
72020
Boundary spanning elements and the marketing function in organizations
S Sahadev, K Purani, N Malhotra
Switzerland: Springer, 2015
62015
Does internal marketing improve service quality in call centres?
N Malhotra, A Mukherjee
ANZMAC, 2006
52006
Understanding the role of frontline employee felt obligation in services
N Malhotra, N Ashill, CR Lages, A Homayounfard
The Service Industries Journal, 1-29, 2020
32020
Antecedents and consequences of role clarity in explaining employee-perceived service quality in call centres
A Mukherjee, N Malhotra
American Marketing Association 17 (4), 15-17, 2005
32005
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