Dr Neeru Malhotra
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Email
n.malhotra@essex.ac.uk -
Telephone
+44 (0) 1206 873143
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Location
EBS.3.35, Colchester Campus
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, Journal of Travel Research, 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, Technological Forecasting and Social Change 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, the Emerald Literati Highly Commended Prize, the prestigious ESRC (Economics and Social Research Council) Research Grant for conducting research on Indian Call Centres (£100,826; FEC), “Outstanding Reviewer” award by Journal of Business Research, BA/Leverhulme Research Grant award to examine problem gambling among university students (£9,872.00) and a large KTP grant award (£247,518). 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.
Qualifications
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Phd University of Bradford,
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M.Com Delhi School of Economics, Delhi University,
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B.Com (Hons) Shri Ram College of Commerce (SRCC), Delhi University,
Appointments
University of Essex
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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; consumer behaviour; customer engagement; e-services and digital marketing; value cocreation in services; frontline employee management in services; consumer resistance to innovation; customer satisfaction
Teaching and supervision
Current teaching responsibilities
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Perspectives on Marketing (BE557)
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Strategic Marketing (BE880)
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In-Site Workshop Series (BE961)
Previous supervision
Degree subject: Management Studies
Degree type: Doctor of Philosophy
Awarded date: 16/12/2022
Degree subject: Management Studies
Degree type: Doctor of Philosophy
Awarded date: 29/9/2022
Degree type: Master of Research
Awarded date: 6/10/2021
Publications
Journal articles (24)
Malhotra, N., Frech, B., Leeflang, P., Kim, YA. and Higson, H., Understanding how satisfactory service relationships can be mutually beneficial in the higher education context. European Journal of Marketing
Malhotra, N., Bernadette, F., Leeflang, P., Kim, YA. and Higson, H., Understanding how satisfactory service relationships can be mutually beneficial in the higher education context. European Journal of Marketing
Sahadev, S., Malhotra, N., Kannangara, L. and Ritchie, B., (2023). Disaster Planning Intentions of Tourism Accommodation Managers: Understanding the Influence of Past Disaster Experience and Disaster Management Training. Journal of Travel Research, 004728752211451-004728752211451
Malhotra, N., Frech, B., Leeflang, P., Kim, Y-A. and Higson, H., (2023). Understanding how satisfactory service relationships can be mutually beneficial in the higher education context. European Journal of Marketing. 57 (2), 562-598
Malhotra, N., Sahadev, S. and Sharom, NQ., (2022). 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 (8), 1526-1561
Malhotra, N., Ashill, N., Lages, CR. and Homayounfard, A., (2022). Understanding the role of frontline employee felt obligation in services. Service Industries Journal. Online (11-12), 1-29
Akram, MS., Malhotra, N., Goraya, MA., Shareef, M., Malik, A. and Lal, B., (2022). User engagement on global social networks: Examining the roles of perceived brand globalness, identification and global identity. Technological Forecasting and Social Change. 181, 121771-121771
Malhotra, N., Sahadev, S., Leeflang, PSH. and Purani, K., (2021). New Insights into e-Loyalty of Internet Banking Users in an Emerging Market Context: A Multilevel Analysis. Information Systems Frontiers. Online (23), 1521-1536
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
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. 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 (4)
Evanschitzky, H., Malhotra, N., Wangenheim, FV. and Lemon, KN., (2016). Antecedents of Peripheral Services Cross-Buying Behavior. In: Rediscovering the Essentiality of Marketing. Springer International Publishing. 757- 757. 9783319298764
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 (24)
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
Jana, I., Malhotra, N. and Liu, H., (2022). Investigating negative word of mouth as a consequence of consumer resistance to innovation : Moderating effects of consumer characteristics
Jana, I., Malhotra, N. and Liu, H., (2022). Investigating Negative Word of Mouth as a Consequence of Consumer Resistance to Innovation: Moderating Effects of Consumer Characteristics
Jana, I., Liu, H. and Malhotra, N., (2022). Consumer Resistance to Innovation: A Systematic Literature Review
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
Other (1)
Akram, MS., Malhotra, N. and Malik, A., User engagement on global social networks: Examining the roles of perceived brand globalness, identification and global identity, Lectures, talks and seminars Management and Marketing Research Seminar Series, Essex Business School, June 29, 2022.
Grants and funding
2022
EPC Improvements KTP Application (June 2022 submisison)
Innovate UK (formerly Technology Strategy Board)