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Article

Malhotra, Neeru; Sahadev, Sunil and Purani, Keyoor (2017). Psychological contract violation and customer intention to reuse online retailers:exploring mediating and moderating mechanisms. Journal of Business Research, 75 , pp. 17-28.

Ackfeldt, Anna-Lena and Malhotra, Neeru (2013). Revisiting the role stress-commitment relationship:can managerial interventions help? European Journal of Marketing, 47 (3-4), pp. 353-374.

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

Mukherjee, Avinandan; Pinto, Mary B. and Malhotra, Neeru (2009). Power perceptions and modes of complaining in higher education. Service Industries Journal, 29 (11), pp. 1615-1633.

Malhotra, Neeru; Budhwar, Pawan S. and Prowse, Peter (2007). Linking rewards to commitment:an empirical investigation of four UK call centres. International Journal of Human Resource Management, 18 (12), pp. 2095-2127.

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

Malhotra, Neeru and Mukherjee, Avinandan (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), pp. 162-174.

Malhotra, Neeru and Mukherjee, Avinandan (2003). Analysing the commitment - service quality relationship:a comparative study of retail banking call centres and branches. Journal of Marketing Management, 19 (9-10), pp. 941-971.

Ackfeldt, Anna-Lena and Malhotra, Neeru Do managerial strategies influence service behaviours? Insights from a qualitative study. International Journal of Customer Relationship Marketing and Management, 1 (3), pp. 43-55.

Budhwar, Pawan S.; Varma, Arup; Malhotra, Neeru and Mukherjee, Avinandan Insights into the Indian call centre industry:can internal marketing help tackle high employee turnover? Journal of Services Marketing, 23 (5), pp. 351-362.

Evanschitzky, Heiner; Malhotra, Neeru; v. Wangenheim, Florian and Lemon, Katherine N. Antecedents of peripheral services cross-buying behavior. Journal of Retailing and Consumer Services, 36 , pp. 218-224.

Malhotra, Neeru and Ackfeldt, Anna-Lena Internal communication and prosocial service behaviors of front-line employees:investigating mediating mechanisms. Journal of Business Research, In pre ,

Malhotra, Neeru; Mavondo, Felix; Mukherjee, Avinandan and Hooley, Graham Service quality of frontline employees:a profile deviation analysis. Journal of Business Research, 66 (9), pp. 1338-1344.

Shamdasani, Prem; Mukherjee, Avinandan and Malhotra, Neeru Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies. Service Industries Journal, 28 (1), pp. 117-138.

Book Section

Sahadev, Sunil; Purani, Keyoor and Malhotra, Neeru (2015). Managing boundary spanning elements:an introduction. IN: Boundary spanning elements and the marketing function in organizations. Sahadev, Sunil; Purani, Keyoor and Malhotra, Neeru (eds) Cham (CH): Springer.

Malhotra, Neeru; Mukherjee, Avinandan and Gilliland, David (2010). Revisiting the extrinsic-intrinsic conundrum:which reward helps to improve frontline employee performance? IN: AMA Summer educators conference 2010 : enhancing knowledge development in marketing. Iyer, Easwar and Coulter, Robin (eds) American Marketing Association.

Budhwar, Pawan; Malhotra, Neeru and Singh, Virender (2009). Work processes and emerging problems in Indian call centres. IN: The next available operator. Thite, Mohan and Russell, Bob (eds) New Delhi (IN): SAGE Publications.

Malhotra, Neeru; Budhwar, Pawan and Bhatnagar, Jyotsna (2006). Investigating antecedents to organisational commitment:an empirical investigation in UK call centres. IN: Future of work, mastering change. Singh, Pritam; Bhatnagar, Jyotsna and Bhandarker, Asha (eds) New Delhi (IN): Excel.

Malhotra, Neeru and Mukherjee, Avinandan (2005). Competing models on job satisfaction, affective commitment and service quality of frontline employee. IN: Proceedings 2005 INFORMS Marketing Science Conference. UNSPECIFIED.

Malhotra, Neeru and Mukherjee, Avinandan (2003). Do organisational commitment and job satisfaction influence service quality of the customer-contact employees in banking call centres? IN: Proceedings of Academy of Marketing conference 2003. Farrell, Andrew; Lee, Nick and Ling, I. (eds) UNSPECIFIED.

Malhotra, Neeru (2002). Analysing relationships among rewards, organisational commitment and service quality:an internal marketing perspective. IN: Proceedings of the Academy of Marketing Annual Conference. Tynan, C. (ed.) UNSPECIFIED.

Ackfeldt, Anna-Lena and Malhotra, Neeru Do managerial strategies influence service behaviours? Insights from a qualitative study. IN: Successful customer relationship management programs and technologies. Riyad, Eid (ed.) Premier reference source . IGI Global.

Ackfeldt, Anna-Lena and Malhotra, Neeru Management interventions and prosocial behaviours:understanding the mediating mechanisms. IN: Boundary spanning elements and the marketing function in organizations. Sahadev, Sunil; Purani, Keyoor and Malhotra, Neeru (eds) Cham (CH): Springer.

Malhotra, N and Mukherjee, A Does internal marketing improve service quality in call centres? IN: ANZMAC 2006 conference proceedings. ANZMAC.

Malhotra, Neeru and Ackfeldt, Anna-Lena Understanding key mechanism by which internal communication influences prosocial service behaviors of front-line employees. IN: The 13th international research conference in service management. UNSPECIFIED.

Malhotra, Neeru and Mukherjee, Avinandan Performance analysis of frontline service employees:case of a banking call centre. IN: Proceedings 2004 INFORMS Marketing Science Conference. UNSPECIFIED.

Mukherjee, Avinandan and Malhotra, Neeru Antecedents and consequences of role clarity in explaining employee-perceived service quality in call centers. IN: AMA Winter Educators' Conference Proceedings. American Marketing Association.

Conference or Workshop Item

Malhotra, Neeru; Sood, Aarti and Budhwar, Pawan (2010). Understanding linkages between commitment and performance in the Indian call centre context. IN: Academy of Marketing Conference 2010. 2010-07-06 - 2010-07-08. (Unpublished)

Ackfeldt, Anna-Lena; Malhotra, Neeru and Fay, Doris (2009). Investigating the moderating effects of managerial interventions on the role stress-commitment relationship. IN: 2009 AMA Winter Educator's Conference. 2009-02-20 - 2009-02-23. (Unpublished)

Malhotra, Neeru; Mavondo, Felix T. and Mukherjee, Avinandan (2009). A profile deviation analysis of top performing service employees in bank branches and call centres. IN: 2009 AMA Winter Educator's Conference. 2009-02-20 - 2009-02-23. (Unpublished)

Budhwar, Pawan and Malhotra, Neeru (2007). Emerging patterns of work processes in Indian call centres:an exploratory study. IN: 15th annual Employment Research Unit (ERU) conference. 2007-09-17 - 2007-09-18.

Mukherjee, Avinandan and Malhotra, Neeru (2006). A model of active learning for university students. IN: INFORMS Marketing Science Conference. 2006-06-08 - 2006-06-10. (Unpublished)

Book

Budhwar, Pawan and Malhotra, Neeru HRM systems, internal marketing and performance in Indian call centres:full research report ESRC end of award report, RES-000-22-1876. ESRC.

Budhwar, Pawan and Malhotra, Neeru 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. ESRC.