People

Dr Neeru Malhotra

Reader (R)
EBS - Management and Marketing
Dr Neeru Malhotra

Profile

Biography

The main focus of Neeru’s research is in the area of Services Marketing, with an inter-disciplinary approach towards research on services marketing and management. Her research programme comprises three key 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. Her work has been published in leading journals such as Journal of Business Research, European Journal of Marketing, The International Journal of Human Resource Management, Information Systems Frontiers, Journal of Services Marketing, Journal of Service Management, Service Industries Journal, Journal of Marketing Management and Journal of Retailing and Consumer Services. Research excellence has been recognised through a variety of awards including The Academy of Marketing Conference Best Paper Award (2003), the Emerald Literati Highly Commended Prize (2007), the prestigious ESRC (Economics and Social Research Council) Research Grant for conducting research on Indian Call Centres (2006-2009), “Outstanding Reviewer” award by Journal of Business Research (2018) and BA/Leverhulme Research Grant award to examine problem gambling among university students (2019-2022). Prior to joining Essex Business School, Neeru was a Senior Lecturer at Aston Business School where she was selected as “Aston Business School's Inspiring Academics” (2017), and received ‘Most Engaging Academic’ Award (nominated by students) as part of My Astonishing Aston Academics programme, Aston University (2015). She has also been nominated for ‘Best Research Supervisor’ category by students for Aston Academic Awards, Aston Business School (2018) and for “Research Supervisor of the Year” Award, Essex Business School, University of Essex (2020). Neeru is serving/ has served as External Examiner for assessing the marketing programs of various universities across the UK such as Warwick Business School, Southampton Business School, Salford Business School, Oxford Brookes Business School, and Ulster University where she served as External examiner to validate a new BSc Honours programme on ‘Customer Contact Planning and Management’, which aims at providing business education and training to frontline employees and managers employed by call centre organisations in the UK (2013).

Qualifications

  • Phd University of Bradford,

  • M.Com Delhi School of Economics, Delhi University,

  • B.Com (Hons) Shri Ram College of Commerce (SRCC), Delhi University,

Appointments

University of Essex

  • Associate Research Director, Management and Marketing, Essex Business School, University of Essex (10/1/2019 - present)

Research and professional activities

Research interests

Services marketing and management, frontline employee management, e-services, co-creation, leadership in services, service quality management, customer engagement

Open to supervise

Teaching and supervision

Current teaching responsibilities

  • Strategic Brand Marketing (BE554)

  • Strategic Marketing (BE880)

  • In-Site Workshop Series (BE961)

  • Student Success Tutorial (BE917)

  • Independent Study Project: Management/Marketing (BE938)

Previous supervision

Adebusola Jokotade Orenuga
Adebusola Jokotade Orenuga
Degree subject: Management and Organisation
Degree type: Master of Research
Awarded date: 26/1/2021

Publications

Journal articles (19)

Lages, CR., Piercy, NF., Malhotra, N. and Simões, C., (2020). Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees. International Journal of Human Resource Management. 31 (21), 2737-2760

Malhotra, N., Sahadev, S. and Sharom, NQ., (2020). Organisational justice, organisational identification and job involvement: the mediating role of psychological need satisfaction and the moderating role of person-organisation fit. International Journal of Human Resource Management. Online, 1-36

Sahadev, S., Malhotra, N. and Mukherjee, A., (2020). Segmenting Excessive Alcohol Consumers: Implications for Social Marketing. IIM Kozhikode Society and Management Review. 9 (2), 213-225

Malhotra, N., Sahadev, S., Leeflang, PSH. and Purani, K., (2020). New Insights into e-Loyalty of Internet Banking Users in an Emerging Market Context: A Multilevel Analysis. Information Systems Frontiers. Online, 1-16

Malhotra, N., Ashill, N., Lages, CR. and Homayounfard, A., (2020). Understanding the role of frontline employee felt obligation in services. Service Industries Journal. Online, 1-29

Malhotra, N., Sahadev, S. and Purani, K., (2017). Psychological contract violation and customer intention to reuse online retailers:exploring mediating and moderating mechanisms. Journal of Business Research. 75, 17-28

Evanschitzky, H., Malhotra, N., v. Wangenheim, F. and Lemon, KN., (2017). Antecedents of peripheral services cross-buying behavior. Journal of Retailing and Consumer Services. 36, 218-224

Malhotra, N. and Ackfeldt, A-L., (2016). Internal communication and prosocial service behaviors of front-line employees:investigating mediating mechanisms. Journal of Business Research. 69 (10), 4132-4139

Ackfeldt, AL. and Malhotra, N., (2013). Revisiting the role stress-commitment relationship: Can managerial interventions help?. European Journal of Marketing. 47 (3), 353-374

Malhotra, N., Mavondo, F., Mukherjee, A. and Hooley, G., (2013). Service quality of frontline employees: A profile deviation analysis. Journal of Business Research. 66 (9), 1338-1344

Ackfeldt, A-L. and Malhotra, N., (2010). Do Managerial Strategies Influence Service Behaviours?. International Journal of Customer Relationship Marketing and Management. 1 (3), 43-55

Mukherjee, A. and Malhotra, N., (2009). Call centre services: the good, the bad, and the ugly. Journal of Services Marketing. 23 (5)

Budhwar, PS., Varma, 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. 23 (5), 351-362

Mukherjee, A., Pinto, MB. and Malhotra, N., (2009). Power perceptions and modes of complaining in higher education. The Service Industries Journal. 29 (11), 1615-1633

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. 28 (1), 117-138

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. 18 (12), 2095-2128

Mukherjee, A. and Malhotra, N., (2006). Does role clarity explain employee-perceived service quality? A study of antecedents and consequences in call centres. Journal of Service Management. 17 (5), 444-473

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. 18 (3), 162-174

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. 19 (9), 941-971

Books (1)

Sahadev, S., Purani, K. and Malhotra, N., (2015). Boundary Spanning Elements and the Marketing Function in Organizations Concepts and Empirical Studies. Springer International Publishing. 9783319134390

Book chapters (3)

Ackfeldt, A-L. and Malhotra, N., (2015). Management Interventions and Prosocial Behaviours: Understanding the Mediating Mechanisms. In: Boundary spanning elements and the marketing function in organizations: concepts and empirical studies. Editors: Sahadev, S., Purani, K. and Malhotra, N., . Springer International Publishing. 99- 115. 9783319134390

Sahadev, S., Purani, K. and Malhotra, N., (2015). Managing Boundary Spanning Elements: An Introduction. In: Boundary spanning elements and the marketing function in organizations: concepts and empirical studies. Editors: Sahadev, S., Purani, K. and Malhotra, N., . Springer International Publishing. 1- 8. 9783319134390

Budhwar, P., Malhotra, N. and Singh, V., (2009). Work Processes and Emerging Problems in Indian Call Centres. In: The Next Available Operator: Managing Human Resources in Indian Business Process Outsourcing Industry. SAGE Publications India Pvt Ltd. 59- 82. 9788178299327

Conferences (21)

Frech, B., Malhotra, N. and Higson, H., “How does Customer Satisfaction Pay Off? Investigating Key Mediating Mechanisms Underlying the Link between Customer Satisfaction and Customer Engagement Behaviors in Extended Service Encounter”AMA Summer Educator's Conference, San Francisco, USA, 2017

Sahadev, S., Malhotra, N. and Khan, MA., “Investigating the mediating role of workplace jealousy in perceived injustice-outcome relationships: Can self-efficacy help?”AMA Summer Educator's Conference,, San Francisco, USA, 2017

Evanschitzky, H., Malhotra, N. and Lemon, K., “Antecedents of Peripheral Services Cross-Buying Behavior”Academy of Marketing Science Conference,, Bari, Italy, 2015

Malhotra, N. and Ackfeldt, A., “Understanding mechanisms by which internal communication influences prosocial behaviours of frontline employees”13th La Londe Service Management Conference,, Paris, France, 2014 - 2014

Lages, CR., Piercy, N. and Malhotra, N., Shared Values and Service Delivery Performance of Frontline Employees: Exploring the mediating mechanisms"AMA Winter Educator's Conference,, Orlando, USA, 2014

Frech, B., Malhotra, N. and Higson, H., “Does Satisfaction Pay Off? A Conceptual Model of Customer Satisfaction in a Higher Education Context”,Academy of Marketing Conference,, Cardiff, UK, 2013

Wieseke, J., Malhotra, N. and Schmidt, K., “Exploring the usefulness of mystery shopping for services”, AMA Summer Educator's Conference,, San Francisco, USA, 2011

Malhotra, N., Mukherjee, A. and Gilliland, D., “Revisiting the Extrinsic –Intrinsic Conundrum: Which Reward helps to Improve Frontline Employee performance?”,AMA Summer Educator's Conference, Boston, USA, 2010

Malhotra, N., Mavondo, F. and Mukherjee, A., "A Profile Deviation Analysis of Top Performing Service Employees in Bank Branches and Call Centres", AMA Winter Educator's Conference,, Tampa, USA, 2009

Ackfeldt, A., Malhotra, N. and Fay, D., "Investigating the Moderating Effects of Managerial Interventions on the Role Stress - Commitment Relationship",AMA Winter Educator's Conference,, Tampa, USA, 2009

Malhotra, N. and Mukherjee, A., "Does Internal Marketing Improve Service Quality in Call Centres?"ANZMAC Conference,, Brisbane, Australia, 2006

Mukherjee, A. and Malhotra, N., "A Model of Active Learning for University Students"INFORMS Marketing Science Conference,, Pittsburgh, USA, 2006

Mukherjee, A. and Malhotra, N., "Antecedents and Consequences of Role Clarity in Explaining Employee-perceived Service Quality in Call Centers", AMA Winter Marketing Educators' Conference,, Texas, USA, 2005

Malhotra, N. and Mukherjee, A., "Performance Analysis of Frontline Service Employees: Case of a Banking Call Center"INFORMS Marketing Science Conference,, Rotterdam, Germany, 2004

Malhotra, N. and Mukherjee, A., "Do organisational commitment and job satisfaction influence service quality of the customer-contact employees in banking call centres?"Academy of Marketing Conference, Birmingham, UK., 2003

Sahadev, S., Malhotra, N. and Purani, K., “Role of Bank Reputation and Size in Usage of Internet Banking services India: A Multi-level Modelling Framework”Academy of Marketing Conference,, Hull, UK, 2017

Malhotra, N. and Ackfeldt, A., “Understanding key mechanism by which internal communication influences prosocial service behaviors of front-line employees”, 13th international research conference in service management, La Londe les Maures, France, 2014

Malhotra, N. and Mukherjee, A., (2006). "Does internal marketing improve service quality in call centres?", ANZMAC, 2006

Mukherjee, A. and Malhotra, N., (2005). "Antecedents and consequences of role clarity in explaining employee-perceived service quality in call centers", AMA Winter Educator's Conference, 2005

Malhotra, N. and Mukherjee, A., (2005). "Competing models on job satisfaction, affective commitment and service quality of frontline employee" 2005 INFORMS Marketing Science Conference

Malhotra, N., (2002). "Analysing relationships among rewards, organisational commitment and service quality:an internal marketing perspective", Academy of Marketing Conference, 2002

Reports and Papers (2)

Budhwar, P. and Malhotra, N., (2009). HRM systems, internal marketing and performance in Indian call centres:full research report ESRC end of award report, RES-000-22-1876

Budhwar, P. and Malhotra, N., (2009). HRM systems, internal marketing and performance in Indian call centres:non-technical summary (Research summary) ESRC end of award report, RES-000-22-1876. Swindon: ESRC

Contact

n.malhotra@essex.ac.uk
+44 (0) 1206 873143

Location:

EBS.3.35, Colchester Campus