Neeru Malhotra
Neeru Malhotra
Reader in Marketing, Univeristy of Essex
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Cited by
Cited by
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
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
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
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
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
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
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
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
Revisiting the role stress‐commitment relationship: Can managerial interventions help?
AL Ackfeldt, N Malhotra
European journal of marketing, 2013
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
Power perceptions and modes of complaining in higher education
A Mukherjee, MB Pinto, N Malhotra
The Service Industries Journal 29 (11), 1615-1633, 2009
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
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
Call centre services: the good, the bad, and the ugly
A Mukherjee, N Malhotra
Journal of Services Marketing, 2009
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
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
Boundary spanning elements and the marketing function in organizations
S Sahadev, K Purani, N Malhotra
Switzerland: Springer, 2015
Does internal marketing improve service quality in call centres?
N Malhotra, A Mukherjee
ANZMAC, 2006
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
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
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