I have 19 years (12 years post PhD) of teaching experience at FPM, PG (Full Time/Executive/Part time) and UG levels and in Management development programs, in various b schools in India (NCR) and am currently an Associate Professor at IMT Ghaziabad.

My teaching interests lie in Customer experience management, Services marketing, Marketing Management and in Evolution of marketing thought.

My research interests primarily lie in the areas of service strategy, customer experience management, customer engagement, online gaming and gamification. I have published in reputed journals like Journal of Travel Research, Behavior and Information Technology, Journal of Product & Brand Management and Journal of Internet Commerce, amongst others.

I also have keen interest in case writing and have published a couple of these with Ivey and Emerald case publishing houses, with one of them having been recognized as an Ivey Classic. My cases would continue to explore innovative business models and winning strategies that keep focusing on expanding the value constellation for the increasingly demanding customers.

At IMT Ghaziabad, I have had the opportunity to chair the Research & Publication committee (June 2018-June 2020) and International Relations Centre (June 2020 to Feb 2021) and have been a member of the FPM committee (June 2018 to present). Presently, I also co-chair the Placement committee (August, 2023 onwards) and am a member of Research Ethics Review committee (March, 2024 onwards).

I’m especially keen on developing a stronger research profile as well as a consulting profile, in the customer experience management domain, going forward.

MBA (Marketing Management), PhD (Management)

Overall 19 years work experience in Academics. (12 years work experience in Academics, Post-PhD).

Service failure and recovery, Customer experience management, Customer engagement, Social media and engagement, Online gaming, Gamification

2. IMT- NEXA Program Leading Customer Experience Program (2018, 2019 and 2020) – “Service Quality and Service Recovery” Modules – For Quality Managers of the NEXA channel of Maruti Suzuki Authorized Dealerships

3. IMT-Reckitt Program (2016) – Sessions on “Brand Management” – For Management Trainees of RB