Article

Budhwar, Pawan S., Varma, Arup, Malhotra, Neeru and Mukherjee, Avinandan (2009) Insights into the Indian call centre industry : can internal marketing help tackle high employee turnover? Journal of Services Marketing, 23(5), pp. 351-362. ISSN (print) 0887-6045

Keramati, Abbas, Mehrabi, Hamed, Mojir, Navid and Mousakhani, Mohammad (2009) Customer relationship management and performance, a resource-based view of Iranian internet service industry. International Journal of Electronic Customer Relationship Management, 3(2), pp. 103-120. ISSN (print) 1750-0664

Mukherjee, Avinandan and Malhotra, Neeru (2009) Call centre services : the good, the bad, and the ugly. Journal of Services Marketing, 23(5), pp. 275-278. ISSN (print) 0887-6045

Mukherjee, Avinandan, Pinto, Mary Beth and Malhotra, Neeru (2009) Power perceptions and modes of complaining in higher education. The Service Industries Journal, 29(11), pp. 1615-1633. ISSN (print) 0264-2069

Book Section

Budhwar, Pawan, Malhotra, Neeru and Singh, Virender (2009) Work processes and emerging problems in Indian call centres. 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

Conference or Workshop Item

Keramati, Abbas, Mojir, Navid and Mehrabi, Hamed (2009) Prioritizing investment in CRM resources to improve performance : an empirical investigation. In: International Conference on Information Management and Engineering; 03 - 05 Apr 2009, Kuala Lumpur, Malaysia.

Malhotra, Neeru, Mavondo, Felix and Mukherjee, Avinandan (2009) A profile deviation analysis of top performing service employees in bank branches and call centers. In: AMA Winter Educator's Conference 2009 : Marketing Theory and Applications; 20- 23 Feb 2009, Florida, U.S.. (Unpublished)