Article

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. ISSN (print) 0267-257X

Book Section

Rincon, Ana and Vecchi, Michela (2003) Productivity performance at the company level. In: O'Mahony, Mary and van Ark, Bart, (eds.) EU productivity and competitiveness : an industry perspective. Can Europe resume the catching-up process? Luxembourg City, Luxembourg : Office for Official Publications of the European Communities. pp. 169-208. (Enterprise Publications) ISBN 9789289463034

Conference or Workshop Item

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: Academy of Marketing Conference 2003 : Marketing: a history of the next decade; 08-10 Jul 2003, Birmingham, U.K..