Professor Neeru Malhotra

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Neeru Malhotra
About
Teaching and learning
Research
Professional practice, knowledge exchange and impact

About

I am a Professor of Marketing in the Department of Strategy, Marketing and Innovation. Prior to joining Kingston Business School, I was Reader in Marketing at Essex Business School, and 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 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 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). I am serving/ have served as 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 External examiner to validate a new BSc Honours programme on ‘Customer Contact Planning and Management', which aims at providing business education and training to call centre organisations in the UK.

Academic responsibilities

Professor of Marketing

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

Teaching and learning

I have extensive experience of teaching a variety of marketing courses at undergraduate, postgraduate and Doctoral levels. My teaching has been recognised through a variety of awards. At Aston Business School, I received Most Engaging Academic award (nominated by students) as part of My Astonishing Aston Academics programme, was selected as Aston Business School's Inspiring Academics, and was nominated for Best Research Supervisor award by students for Aston Academic Awards. I was also nominated for Research Supervisor of the Year award at the University of Essex. I have also served as External Examiner for assessing marketing programmes in various universities in the UK such as Warwick Business School, Southampton Business School, Salford Business School, Ulster University Business School and Oxford Brookes Business School. 

I have significantly contributed to the doctoral programme. I have supervised and examined several PhD and DBA theses as external and internal examiner, chaired viva-voce and doctoral tracks at conferences, and conducted methodology seminars. 

I am a Fellow of the HEA (Higher Education Academy, UK).

Research

The main focus of my research is in the area of Services Marketing. I am particularly interested in an inter-disciplinary approach towards research on services marketing and management, which often draws from disciplines such as HRM, Organisational Psychology and Operations Management. Within the realm of services marketing, my research programme primarily comprises four key areas as follows:

 1)   Digital Marketing, within which my research interests lie in understanding various forms (influencer, content, social media, mobile) of digital marketing in a range of contexts utilising digital technologies such as AI, AR/VR/MR

2)    Retailing and Consumer Behaviour, within which my research interests are optimising customer retention/loyalty in retail services and understanding the role of customer, firm and market level factors particularly in digital services

3)    Value co-creation in services, within which my research interests lie in understanding customer experience and customer engagement especially in extended service encounter contexts such as healthcare, higher education and tourism services

4) Internal Marketing, within which my research interests are frontline employee service performance management and strategy in customer contact services.

I welcome enquiries from prospective doctoral researchers interested in these areas.

Areas of specialism

  • Services Marketing
  • Retailing and Consumer Behaviour
  • Digital Marketing
  • Customer Engagement
  • Internal Marketing

Publications

Jump to: Article | Book | Book Section | Conference or Workshop Item
Number of items: 53.

Article

Bhattacharjee, Debashree Roy, Pradhan, Debasis, Kuanr, Abhisek and (2024) Journal of Advertising, ISSN (print) 0091-3367 (Epub Ahead of Print)

Sahadev, Sunil, Chang, Kirk, , Kim, Ji-Hee, Ahmed, Tanveer and Kitchen, Philip (2024) Journal of Business Research, 170, p. 114310. ISSN (print) 0148-2963

, Frech, Bernadette, Leeflang, Peter, Kim, Young-Ah and Higson, Helen (2023) European Journal of Marketing, 57(2), pp. 562-598. ISSN (print) 0309-0566

Sahadev, Sunil, , Kannangara, Lakmini and Ritchie, Brent (2023) Journal of Travel Research, ISSN (print) 0047-2875 (Epub Ahead of Print)

Roy, D, Kunar, A, , Pradhan, D and Mohrana, T (2023) International Marketing Review, ISSN (print) 0265-1335 (In Press)

Akram, Muhammad S, , Goraya, M Awais, Shareef, Mahmud, Malik, Aneela and Lal, Banita (2022) Technological Forecasting and Social Change, 181, p. 121771. ISSN (print) 0040-1625

, Sahadev, Sunil and Sharom, Nur Qamarina (2022) International Journal of Human Resource Management, 33(8), pp. 1526-1561. ISSN (print) 0958-5192

, Ashill, Nicholas, Lages, Cristiana R and Homayounfard, Amir (2022) Service Industries Journal, 42(11-12), pp. 843-871. ISSN (print) 0264-2069

, Sahadev, Sunil, Leeflang, PSH and Purani, Keyoor (2021) Information Systems Frontiers, 23, pp. 1521-1536. ISSN (print) 1387-3326

Sahadev, Sunil, and Mukherjee, Avinandan (2020) IIM Kozhikode Society and Management Review, 9(2), pp. 213-225. ISSN (print) 2277-9752

Lages, Cristiana R., Piercy, Nigel F., and Sim玫es, Cl谩udia (2020) International Journal of Human Resource Management, 31(21), pp. 2737-2760. ISSN (print) 0958-5192

, Sahadev, Sunil and Purani, Keeyor (2017) Journal of Business Research, 75, pp. 17-28. ISSN (print) 0148-2963

Evanschitzky, Heiner, , v. Wangenheim, Florian and Lemon, Katherine N (2017) Journal of Retailing and Consumer Services, 36, pp. 218-224. ISSN (print) 0969-6989

and Ackfeldt, Anna-Lena (2016) Journal of Business Research, 69(10), pp. 4132-4139. ISSN (print) 0148-2963

Ackfeldt, Anna-Lena and (2013) European Journal of Marketing, 47(3/4), pp. 353-374. ISSN (print) 0309-0566

, Mavondo, Felix, Mukherjee, Avinandan and Hooley, Graham (2013) Journal of Business Research, 66(9), pp. 1338-1344. ISSN (print) 0148-2963

Ackfeldt, Anna-Lena and (2010) International Journal of Customer Relationship Marketing and Management, 1(3), pp. 43-55. ISSN (print) 1947-9247

Mukherjee, Avinandan, Pinto, Mary Beth and (2009) The Service Industries Journal, 29(11), pp. 1615-1633. ISSN (print) 0264-2069

Mukherjee, Avinandan and (2009) Journal of Services Marketing, 23(5), pp. 275-278. ISSN (print) 0887-6045

Budhwar, Pawan S., Varma, Arup, and Mukherjee, Avinandan (2009) Journal of Services Marketing, 23(5), pp. 351-362. ISSN (print) 0887-6045

Shamdasani, Prem, Mukherjee, Avinandan and (2008) The Service Industries Journal, 28(1), pp. 117-138. ISSN (print) 0264-2069

, Budhwar, Pawan and Prowse, Peter (2007) The International Journal of Human Resource Management, 18(12), pp. 2095-2128. ISSN (print) 0958-5192

Mukherjee, Avinandan and (2006) International Journal of Service Industry Management, 17(5), pp. 444-473. ISSN (print) 0956-4233

and Mukherjee, Avinandan (2004) Journal of Services Marketing, 18(3), pp. 162-174. ISSN (print) 0887-6045

and Mukherjee, Avinandan (2003) Journal of Marketing Management, 19(9-10), pp. 941-971. ISSN (print) 0267-257X

Book

Sahadev, Sunil , Purani, Keyoor and Malhotra, Neeru, eds. (2015) Cham, Switzerland : Springer International Publishing. 173p. ISBN 9783319134390

Book Section

Ackfeldt, Anna-Lena and (2015) In: Sahadev, Sunil , Purani, Keyoor and Malhotra, Neeru, (eds.) Boundary spanning elements and the marketing function in organizations : concepts and empirical studies. Cham, Switzerland : Springer. pp. 99-115. ISBN 9783319134390

Budhwar, Pawan, and Singh, Virender (2009) In: Thite, Mohan and Russell, Bob, (eds.) The next available operator : managing human resources in Indian business process outsourcing industry. London, U.K. : SAGE. pp. 59-82. ISBN 9788178299327

, Budhwar, Pawan and Bhatnagar, Jyotsna (2006) In: Singh, Pritam , Bhatnagar, Jyotsna and Bhandarker, Asha, (eds.) Future of work : mastering change. New Delhi, India : Excel Books. pp. 237-252. ISBN 9788174465023

Conference or Workshop Item

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

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

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

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

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

, 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.. (Unpublished)

Frech, Bernadette, and Higson, Helen (2017) In: Summer AMA Conference 2017 : Innovation & Sustainability in Marketing; 4-6 Aug 2017, San Francisco, U.S.. (Unpublished)

Sahadev, Sunil, and Khan, Muhammad Arshad (2017) In: Summer AMA Conference 2017 : Innovation & Sustainability in Marketing; 4-6 Aug 2017, San Francisco, U.S.. (Unpublished)

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

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

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

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

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

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

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

, 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.. (Unpublished)

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

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

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

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

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

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

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

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

This list was generated on Mon May 20 06:33:13 2024 BST.

Professional practice, knowledge exchange and impact

I have successfully completed research projects and submitted advisory reports to a number leading service organisations. 

I also received a large KTP grant to help a service SME via Knowledge transfer partnerships (KTP) funding: 2022 to 2023, round 2; £247,518