Professor Neeru Malhotra

Faculty of Business and Social Sciences
Department of Strategy, Marketing and Innovation
Kingston Business School
Kingston Hill

Professor of Marketing

Email:: n.malhotra@kingston.ac.uk

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About

I am a Professor of Marketing in the Department of Strategy, Marketing, and Innovation. Before joining Kingston Business School, I was a Reader in Marketing at Essex Business School and an Associate Professor (Senior Lecturer) at Aston Business School.

The main focus of my research is in the area of Services Marketing. My 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 a focus on e-services, and examining value co-creation in extended service encounters such as healthcare and higher education contexts.

My work has been published in leading journals such as:

Journal of Business Research
European Journal of Marketing
Journal of Travel Research
International Marketing Review
Journal of Advertising
The International Journal of Human Resource Management
Information Systems Frontiers
Journal of Services Marketing
Journal of Service Management
Service Industries Journal
Technological Forecasting and Social Change
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 researching Indian Call Centres (拢100,826; FEC)
"Outstanding Reviewer" award by the Journal of Business Research
BA/Leverhulme Research Grant award to examine problem gambling among university students (拢9,872.00)
Large KTP grant award (拢247,518)

I am serving/have served as an External Examiner for assessing 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 I served as an External examiner to validate a new BSc Honours programme on 鈥楥ustomer Contact Planning and Management', which aims at providing business education and training to call centre organisations in the UK.

Qualifications

PhD in Marketing, University of Bradford, UK
M.Com, Delhi School of Economics, University of Delhi
B.Com(Hons), Shri Ram College of Commerce, University of Delhi

Domains

Publications

Justice, jealousy and performance : evidence from neo-feudal Pakistan

Sahadev, Sunil, Wood, Geoffrey, Arshad Khan, Muhammad, Malhotra, Neeru and Demirbag, Mehmet, 2024, Journal of Business Research (183), pp 114847

Perfectly imperfect : how body-positive advertisements in social media foster consumer engagement

Bhattacharjee, Debashree Roy, Pradhan, Debasis, Kuanr, Abhisek and Malhotra, Neeru, 2024, Journal of Advertising

Psychological empowerment and creative performance: Mediating role of thriving and moderating role of competitive psychological climate

Sahadev, Sunil, Chang, Kirk, Malhotra, Neeru, Kim, Ji-Hee, Ahmed, Tanveer and Kitchen, Philip, 2024, Journal of Business Research (170), pp 114310

How does self-congruity foster customer engagement with global brands? Examining the roles of psychological ownership and global connectedness

Debashree Roy, Bhattacharjee, Kunar, Abhisek, Malhotra, Neeru, Pradhan, Debasis and Ranjan Moharana, Tapas, 2023, International Marketing Review (40), 6, pp 1480-1508

Understanding how satisfactory service relationships can be mutually beneficial in the higher education context

Malhotra, Neeru, Frech, Bernadette, Leeflang, Peter, Kim, Young-Ah and Higson, Helen, 2023, European Journal of Marketing (57), 2, pp 562-598

Disaster planning intentions of tourism accommodation managers : understanding the influence of past disaster experience and disaster management training

Sahadev, Sunil, Malhotra, Neeru, Kannangara, Lakmini and Ritchie, Brent, 2023, Journal of Travel Research

User engagement on global social networks : examining the roles of perceived brand globalness, identification and global identity

Akram, Muhammad S, Malhotra, Neeru, Goraya, M Awais, Shareef, Mahmud, Malik, Aneela and Lal, Banita, 2022, Technological Forecasting and Social Change (181), pp 121771

Organisational justice, organisational identification and job involvement : the mediating role of psychological need satisfaction and the moderating role of person-organisation fit

Malhotra, Neeru, Sahadev, Sunil and Sharom, Nur Qamarina, 2022, International Journal of Human Resource Management (33), 8, pp 1526-1561

Understanding the role of frontline employee felt obligation in services

Malhotra, Neeru, Ashill, Nicholas, Lages, Cristiana R and Homayounfard, Amir, 2022, Service Industries Journal (42), 11-12, pp 843-871

New insights into e-loyalty of internet banking users in an emerging market context : a multilevel analysis

Malhotra, Neeru, Sahadev, Sunil, Leeflang, PSH and Purani, Keyoor, 2021, Information Systems Frontiers (23), pp 1521-1536

Segmenting excessive alcohol consumers : implications for social marketing

Sahadev, Sunil, Malhotra, Neeru and Mukherjee, Avinandan, 2020, IIM Kozhikode Society and Management Review (9), 2, pp 213-225

Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees

Lages, Cristiana R., Piercy, Nigel F., Malhotra, Neeru and Sim玫es, Cl谩udia, 2020, International Journal of Human Resource Management (31), 21, pp 2737-2760

Psychological contract violation and customer intention to reuse online retailers : exploring mediating and moderating mechanisms

Malhotra, Neeru, Sahadev, Sunil and Purani, Keeyor, 2017, Journal of Business Research (75), pp 17-28

Antecedents of peripheral services cross-buying behavior

Evanschitzky, Heiner, Malhotra, Neeru, v. Wangenheim, Florian and Lemon, Katherine N, 2017, Journal of Retailing and Consumer Services (36), pp 218-224

Internal communication and prosocial service behaviors of front-line employees : investigating mediating mechanisms

Malhotra, Neeru and Ackfeldt, Anna-Lena, 2016, Journal of Business Research (69), 10, pp 4132-4139

Revisiting the role stress-commitment relationship : can managerial interventions help?

Ackfeldt, Anna-Lena and Malhotra, Neeru, 2013, European Journal of Marketing (47), 3/4, pp 353-374

Service quality of frontline employees : a profile deviation analysis

Malhotra, Neeru, Mavondo, Felix, Mukherjee, Avinandan and Hooley, Graham, 2013, Journal of Business Research (66), 9, pp 1338-1344

Do managerial strategies influence service behaviours?: insights from a qualitative study

Ackfeldt, Anna-Lena and Malhotra, Neeru, 2010, International Journal of Customer Relationship Marketing and Management (1), 3, pp 43-55

Power perceptions and modes of complaining in higher education

Mukherjee, Avinandan, Pinto, Mary Beth and Malhotra, Neeru, 2009, The Service Industries Journal (29), 11, pp 1615-1633

Call centre services : the good, the bad, and the ugly

Mukherjee, Avinandan and Malhotra, Neeru, 2009, Journal of Services Marketing (23), 5, pp 275-278

Insights into the Indian call centre industry : can internal marketing help tackle high employee turnover?

Budhwar, Pawan S., Varma, Arup, Malhotra, Neeru and Mukherjee, Avinandan, 2009, Journal of Services Marketing (23), 5, pp 351-362

Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies

Shamdasani, Prem, Mukherjee, Avinandan and Malhotra, Neeru, 2008, The Service Industries Journal (28), 1, pp 117-138

Linking rewards to commitment : an empirical investigation of four UK call centres

Malhotra, Neeru, Budhwar, Pawan and Prowse, Peter, 2007, The International Journal of Human Resource Management (18), 12, pp 2095-2128

Does role clarity explain employee-perceived service quality? A study of antecedents and consequences in call centres

Mukherjee, Avinandan and Malhotra, Neeru, 2006, International Journal of Service Industry Management (17), 5, pp 444-473

The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres

Malhotra, Neeru and Mukherjee, Avinandan, 2004, Journal of Services Marketing (18), 3, pp 162-174

Analysing the commitment 鈥� service quality relationship : a comparative study of retail banking call centres and branches

Malhotra, Neeru and Mukherjee, Avinandan, 2003, Journal of Marketing Management (19), 9-10, pp 941-971

Perceived brand globalness and user engagement on global social networks

Malhotra, Neeru, Jana, Iman and Akram, Shakaib(2023). In: AMA Summer educators Conference 2023, 04-06 Aug 2023 :San Francisco, U.S.

Investigating negative word of mouth as a consequence of consumer resistance to nnoivation : Moderating effects of consumer characteristics

Jana, Iman, Malhotra, Neeru and Liu, Hongfei(2022). In: Third Annual Marshall Business Research Conference, 04 Nov 2022 :Held online

Investigating negative word of mouth as a consequence of consumer resistance to innovation : Moderating effects of consumer characteristics

Jana, Iman, Malhotra, Neeru and Liu, Hongfei(2022). In: 2022 American Marketing Association (AMA) Summer Academic Conference, 09 - 14 Aug 2022 :Chicago, U.S.

Consumer resistance to innovation : a systematic literature review

Jana, Iman, Liu, Hongfei and Malhotra, Neeru(2022). In: Academy of Marketing Conference 2022 : Marketing : The Fabric of Life, 05-07 July 2022 :Huddersfield, U.K.

Consumer resistance to innovation: a systematic literature review

Jana, Iman, Liu, Hongfei and Malhotra, Neeru(2022). In: Academy of Marketing Conference 2022, Marketing: The Fabric of Life, 05-07 July 2022 :Huddersfield, U.K.

Understanding how peripheral cues influence the e-satisfaction-e-loyalty link in the emerging market context : a multilevel analysis

Malhotra, Neeru, Sahadev, Sunil, Leeflang, Peter and Purani, Keyoor(2019). In: Academy of Marketing Conference 2019 : When you tire of marketing you tire of life, 02-04 Jul 2019 :London, U.K.

How does customer satisfaction pay off? Investigating key mediating mechanisms underlying the link between customer satisfaction and customer engagement behaviors in extended service encounter

Frech, Bernadette, Malhotra, Neeru and Higson, Helen(2017). 4-6 Aug 2017 : San Francisco, U.S.

Investigating the mediating role of workplace jealousy in perceived injustice-outcome relationships : can self-efficacy help?

Sahadev, Sunil, Malhotra, Neeru and Khan, Muhammad Arshad(2017). 4-6 Aug 2017 : San Francisco, U.S.

Role of bank reputation and size in usage of internet banking services in India : a multi-level modelling framework

Sahadev, Sunil, Malhotra, Neeru and Purani, Keyoor(2017). In: Academy of Marketing Conference 2017 :Freedom Through Marketing : looking back going forward, 03-06 Jul 2017 :Hull, U.K.

Antecedents of peripheral services cross-buying behavior

Evanschitzky, Heiner, Malhotra, Neeru, Wangenheim, Florian v. and Lemon, Katherine N.(2015). In: 2015 Academy of Marketing Science 18th World Marketing Congress, 14-18 July 2015 :Bari, Italy

Frontline service recovery performance : exploring the role of POS and felt obligation

Malhotra, Neeru and Lages, Cristiana, R.(2014). In: The 13th international research conference in service management, 27-30 May 2014 :La Londe les Maures, France

Understanding key mechanisms by which internal communication influences prosocial service behaviors of frontline employees

Malhotra, Neeru and Ackfeldt, Anna-Lena(2014). In: 13th international research conference in service management, 27-30 May 2014 :La Londe les Maures, France

Appraisal processes and emotional reactions as determinants of service delivery performance : an attitude theory perspective

Lages, Cristiana R., Piercy, Nigel and Malhotra, Neeru(2014). In: AMA Winter Marketing Educators' Conference 2014 : Engaging Customers, 21- 23 Feb 2014 :Orlando, U.S.

Does satisfaction pay off? A conceptual model of customer satisfaction in a higher education context

Frech, Bernadette, Malhotra, Neeru and Higson, Helen(2013). In: Academy of Marketing Conference 2013 : Marketing Relevance, 08-11 Jul 2013 :Cardiff, U.K.

Exploring the usefulness of mystery shopping for services

Wieseke, Jan, Malhotra, Neeru and Schmidt, Karsten(2011). In: AMA Summer Educators Conference 2011 : delivering value in turbulent times, 5- 7 Aug 2011 :San Francisco, U.S.

Revisiting the extrinsic-intrinsic conundrum : which reward helps to improve frontline employee performance?

Malhotra, Neeru, Mukherjee, Avinandan and Gilliland, David I.(2010). In: AMA Summer Educator's Conference 2010 : enhancing knowledge development in marketing, 13- 16 Aug 2010 :Boston, U.S.

Investigating the moderating effects of managerial interventions on the role of stress : commitment relationship

Ackfeldt, Anna-Lena, Malhotra, Neeru and Fay, Doris(2009). In: AMA Winter Educators Conference 2009 : Marketing Theory and Applications, 20-23 Feb 2009 :Tampa, Florida, U.S.

A profile deviation analysis of top performing service employees in bank branches and call centers

Malhotra, Neeru, Mavondo, Felix and Mukherjee, Avinandan(2009). In: AMA Winter Educator's Conference 2009 : Marketing Theory and Applications, 20- 23 Feb 2009 :Florida, U.S.

Does internal marketing improve service quality in call centres?

Malhotra, Neeru and Mukherjee, Avinandan(2006). In: Australian and New Zealand Marketing Academy (ANZMAC) Conference 2006 : Advancing Theory, Maintaining Relevance, 4- 6 Dec 2006 :Brisbane, Australia

A model of active learning for university students

Mukherjee, Avinandan and Malhotra, Neeru(2006). In: INFORMS Marketing Science Conference 2006, 08-10 Jun 2006 :Pittsburgh, U.S.

Competing models on job satisfaction, affective commitment and service quality of frontline employee

Malhotra, Neeru and Mukherjee, Avinandan(2005). In: INFORMS Marketing Science Conference 2005, 16-18 Jun 2005 :Atlanta, U.S.

Antecendents and consequences of role clarity in explaining employee-perceived service quality in call centers

Mukherjee, Avinandan and Malhotra, Neeru(2005). In: AMA Winter Educators' Conference 2005 : Marketing Theory and Applications, 11- 14 Feb 2005 :San Antonio, Texas, U.S.

Performance analysis of frontline service employees : case of a banking call center

Malhotra, Neeru and Mukherjee, Avinandan(2004). In: INFORMS Marketing Science Conference 2004, 23-26 Jun 2004 :Rotterdam, Netherlands.

Do organisational commitment and job satisfaction influence service quality of the customer-contact employees in banking call centres?

Malhotra, Neeru and Mukherjee, Avinandan(2003). In: Academy of Marketing Conference 2003 : Marketing: a history of the next decade, 08-10 Jul 2003 :Birmingham, U.K.