Dr. Priyanka Suresh

Assistant Professor, JAGSoM
Speciality Area : Marketing
Speciality Domain : Digital Marketing, Services Marketing, Social Media Based Service Recovery

Dr Priyanka Suresh is an alumna of IIT Madras, where she earned her PhD in Marketing. Her doctoral thesis, titled “Containing Customers’ Emotions on Social Media: Service Recovery in Double Deviation Scenarios,” explores the intricacies of social media interactions to improve customer experiences during service recovery.

She also holds a PGDBM from FORE School of Management and a B.Com. (Hons.) from Banaras Hindu University (BHU).

Dr Priyanka Suresh has held academic positions at respected educational institutions such as NMIMS in Mumbai and Stella Maris College in Chennai, where she shared her expertise in the field of Marketing. 

Prior to her academic career, Dr Suresh has worked with prominent corporate entities like Bajaj Allianz General Insurance and Willis Insurance Brokers, primarily focusing on sales and marketing endeavours.

Dr Suresh has also been actively involved in Management Development Programs (MDPs) and corporate consultancies specializing in Digital Marketing. She has presented research papers at various renowned national and international conferences, including the Indian Marketing Research and Development Congress (IMRDC) held at the Indian Institute of Management (IIM) Bangalore in 2019-2020 and the ISMS Marketing Science Conference in 2021. In 2019, she emerged as the winner of the AIM–SHETH Foundation Research Proposal Grant Competition in 2019, within the Marketing Strategy Track. Her winning research proposal, titled “‘Worst Experience’ to ‘Faith Restored!’: Service Recovery on Social Media Following a Double Deviation – Impact on Customer Outcomes,” earned her the research proposal grant of up to INR 1 Lakh.

Her academic contributions include a published article titled “The Burden of Double Deviation in Services: A Systematic Review and Research Agenda (Suresh P., & Chawla V., 2022)” in the International Journal of Consumer Studies, an ABDC ‘A’ rated journal with an Impact Factor of 9.9 in 2023. 

Educational Qualification


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  • Co-chair, 16th Annual Conference of the International Society for Data Science and Innovation (ISDSI), in collaboration with NASSCOM and University at Albany
  • Co-Editor, Book of Abstracts, 16th Annual Conference of the International Society for Data Science and Innovation (ISDSI), Dec 2022

Corporate Experience

Willis India Insurance Brokers Pvt. Ltd.
Senior Manager- Marketing
3i Infotech
Business Analyst
Bajaj Allianz General Insurance Co.
Bancassurance Head- West Delhi


  • AIM Sheth Foundation Grant upto INR 1 Lakh in 2019


Journal Publication

Suresh, Priyanka & Chawla, Vaibhav (2022). The Burden of Double Deviation in Services: A Systematic Review and Research Agenda. International Journal of Consumer Studies, 1–23. https://doi.org/10.1111/ijcs.12836

International Journal of Consumer Studies is ABDC “A” ranked journal

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