Neeru Malhotra
University of Essex
EngineeringService qualityConceptual frameworkBusinessJob attitudeRetail bankingPsychologyMarketingWork (electrical)Human resource managementPerceptionJob satisfactionQuality (business)Call centreContext (language use)ContinuanceService (business)Services marketingInternal marketingPublic relationsKnowledge managementSocial psychologyOrganizational commitment
51Publications
14H-index
1,001Citations
Publications 45
Newest
#1Neeru Malhotra (University of Essex)H-Index: 14
#2Nicholas J. Ashill (AUS: American University of Sharjah)H-Index: 28
Last. Amir Homayounfard (University of Essex)
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Drawing on social exchange theory, this study investigates the mechanism of felt obligation underpinning the link between three key forms of perceived support (organization, supervisor, and team) a...
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#1Cristiana Raquel Lages (University of Reading)H-Index: 16
#2Nigel F. PiercyH-Index: 61
Last. Cláudia Simões (University of Minho)H-Index: 15
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Service firms strive to encourage their frontline employees (FLEs) to develop attitudes and behaviors that support excellent service delivery. Anchored in the conservation of resources (COR) theory, this study aims to understand the mechanisms through which shared values influence FLEs’ service delivery performance. The study contributes to the HRM literature by developing and testing a conceptual framework among FLEs in the British hospitality industry. Findings reveal that shared values as a k...
2 CitationsSource
#1Neeru Malhotra (University of Essex)H-Index: 14
#2Sunil Sahadev (University of Brighton)H-Index: 16
Last. Keyoor Purani (Indian Institute of Management Kozhikode)H-Index: 9
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Although internet banking is considered a mature technology, digital failures and breakdowns have resulted in widespread customer dissatisfaction. However, recent examples in developed countries show that customer dissatisfaction with internet banking platforms does not necessarily erode customer loyalty. While this could be due to the strong assurance provided by institutional structures that govern the internet usage, it is not known if similar results can be found in emerging markets where in...
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#1Sunil Sahadev (University of Salford)H-Index: 16
#2Neeru Malhotra (University of Essex)H-Index: 14
Last. Avinandan Mukherjee (Marshall University)H-Index: 24
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While extant studies have mainly investigated differences between drinkers and non-drinkers, the literature on segmenting heavy drinkers and profiling them is surprisingly scarce. This study makes ...
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#1Neeru Malhotra (University of Essex)H-Index: 14
#2Sunil Sahadev (University of Salford)H-Index: 16
Last. Nur Qamarina SharomH-Index: 1
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Drawing on self-determination theory, this study seeks to account for the influence of perceived organisational justice on employees’ identification with the organisation and job. In particular, th...
1 CitationsSource
#1Neeru Malhotra (Aston University)H-Index: 14
#2Sunil Sahadev (University of Salford)H-Index: 16
Last. Keyoor Purani (Indian Institute of Management Kozhikode)H-Index: 9
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This study examines the impact of psychological contract violation (PCV) on customer intention to reuse online retailer websites via the mediating mechanisms of trust and satisfaction. The moderating role of perceived structural assurance (SA) is also investigated. An empirical study conducted among online shoppers confirms the indirect effects of PCV on customers' intention to reuse via trust and satisfaction. The findings also support the moderating impact of perceived SA in the network of rel...
34 CitationsSource
#1Heiner Evanschitzky (Aston University)H-Index: 36
#2Neeru Malhotra (Aston University)H-Index: 14
Last. Katherine N. Lemon (BC: Boston College)H-Index: 34
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This study is the first attempt to empirically investigate the determinants of a key type of relationship breadth extension strategy for retailers – buying of peripheral services. Assessing customers’ relationship and value perceptions, we find that convenience and social benefits significantly influence peripheral services cross-buying. Notably, our study demonstrates that the factors stimulating customers to cross-buy peripheral services in a retail setting differ from those previously found i...
10 CitationsSource
#1Neeru Malhotra (Aston University)H-Index: 14
#2Anna-Lena Ackfeldt (Aston University)H-Index: 6
This paper contributes to the prosocial service behavior (PSB) literature by developing and testing a conceptual framework to investigate the mediating mechanisms underlying the relationships between internal communication and PSBs. Data collected from front-line employees (FLEs) in a UK based service organization was used to test our conceptual framework. Our findings demonstrate that FLE perceptions of internal communication practices influence their role stress and organizational commitment, ...
25 CitationsSource
#1Neeru Malhotra (DAV Institute of Engineering and Technology)H-Index: 14
#2Anupma Marwaha (SLIET: Sant Longowal Institute of Engineering and Technology)H-Index: 9
Last. Ajay KumarH-Index: 35
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ABSTRACTMicrowave ablation is rapidly being rediscovered and developed for treating many cancers of liver, lung, kidney and bone, as well as arrhythmias and other medical conditions. The microwaves ablate tissue by heating it to cytotoxic temperatures. The microwave antenna design suffers the challenges of effective coupling and penetration into body tissues, uncontrolled power deposition due to applicator construction limitations affecting uniform heating of target region, and narrowband operat...
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#1Sunil Sahadev (University of Salford)H-Index: 16
#2Keyoor Purani (IIMA: Indian Institute of Management Ahmedabad)H-Index: 9
Last. Neeru Malhotra (Aston University)H-Index: 14
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The primary purpose of boundary spanning has been the information exchange between the organization and its task-environment. With complex, global organizational structures and increased emphasis on outsourcing, organizations today are susceptible to degenerate into ‘silos’ and in turn hampering the synergy and efficiency. Boundary spanning research becomes critical to answer some emerging questions in this area. Organization theorists have considered the boundary spanning construct an important...
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