Professor Neeru Malhotra

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

Research

Professional practice, knowledge exchange and impact