Dr Priyanka Suresh is an alumnus of IIT Madras from where she earned her PhD in Marketing. Her doctoral thesis titled, “Containing Customers’ Outpouring of Emotions on Social Media: Service Recovery in Double Deviation Scenarios” highlights the nuances of social media interactions to improve customer experience during service recovery. She has rich teaching portfolio with experience in prestigious institutions like JAGSoM-Bangalore, NMIMS- Mumbai and Stella Maris College- Chennai. She is especially interested in Digital Marketing and is currently engaged in this domain both in research and teaching. She has also undertaken MDPs and company consultancies in Digital Marketing. Dr Suresh has presented papers in various reputed national and international conferences such as IMRDC (IIM Bangalore) in 2019-2020 and ISMS Marketing Science Conference (2021). She has published the article, “The Burden of Double Deviation in Services: A Systematic Review and Research Agenda (Suresh P., & Chawla V., 2022)” in International Journal of Consumer Studies, an ABDC ‘A’ Journal and an Impact Factor of 9.9 (2023). Dr. Suresh is an avid reader. Her literary interests span various genres, with Rudyard Kipling, Jessica Mitford and J.K. Rowling among her favorite authors.

"Love is the only compass that always points inward"

• Research Summary
• 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.
• Suresh, Priyanka and Chawla, Vaibhav, ““#sad #irritating #sickening #story” And How to Avoid Its Repeat in Service Recovery on Social Media- A Case of Double Deviation Specific Complaints” at 43rd Annual ISMS Marketing Science Conference, June 3 –5, 2021, hosted by Simon Business School, the University of Rochester.
• Suresh, Priyanka and Chawla, Vaibhav, “‘Service Recovery on Social MediaContaining the Customer Outpour of Emotions in Double Deviation Cases’, 2019-2020 IMR Doctoral Conference (IMRDC), Dec 27-28,2019, hosted by IIM Bangalore.
• Suresh, Priyanka and Chawla, Vaibhav, “Attributes of Service Recovery on Social Media: A Content Analysis”, 12th Great Lakes NASMEI Marketing Conference, Dec 20-21, 2018, hosted by Great Lakes Institute of Management, Chennai.
• Research Interests
• Service Recovery on Social Media, Digital Marketing, Services Marketing

• Winner of the AIM – SHETH FOUNDATION RESEARCH PROPOSAL COMPETITION 2019. Awarded up to INR 1 lakh grant for her research proposal titled “'Worst Experience' to 'Faith Restored!' Service Recovery on Social Media Following a Double Deviation- Impact on Customer Outcomes."