Our Faculty

Shilpi Saxena

Assistant Professor
  • Ph.D. Marketing, IIT Madras, 2023

Teaching Areas

  • Services Marketing
  • Services Design Thinking
  • Marketing with AI

Research Area

  • AI in Customer Service
  • Product Returns Service Management
  • Customer Journey and Experience Design


  • Saxena S., Chawla V. and Tahtinen J. (2022) Dimensions of e-return service quality: Conceptual refinement and directions for measurement, Journal of Service Theory and Practice (https://doi.org/10.1108/JSTP-09-2021-0191) (ABDC = A; Quarter = Q1)
  • Saxena S., and Prashar A. (2023), How Satisfactory are Empathetic Care and Robotic Assistance in Telemedicine Services? The Service Industries Journal (https://doi.org/10.1080/02642069.2023 .2199990) (ABDC = A; Quarter = Q1)
  • Conferences
  • Saxena S., Chawla V. and Agarwal R. (2019). Return attributes that matter! An abductive research approach to study return attributes of the e-Tailing firms and customer outcomes. Proceedings of Research, Marketing on Fire: Burning Questions, Hot New Methods, and Practical Ideas Worth Spreading, AMA Summer Academic Conference (pp. UXO36-38). Chicago, Illinois: American Marketing Association.
  • Saxena S. and Chawla V. (2019). Worry-free returns: Does it matters to e-tailing firms? (A netnographic content analysis approach to study e-tailer’s return service attributes and customer outcomes. Proceedings of Research, Book of Abstracts: 2019 IIM Indore-NASMEI Summer Marketing Information Systems Conference (pp.307). New Delhi: Emerald.
  • Rahman A., Saxena S. and Ciuchita R. (2020). Customer Responses When a Product Fails: An Examination of the Role of Perceived Employee Competence in Service Encounters. Proceedings of Research, Book of Abstracts, High Tech and High Touch: The Future of Human Service, AMA SERVSIG 2020 Conference (pp.337) Queensland: QUT Business School.


  • Erasmus Mundus Doctoral Exchange Fellowship by European Union, 2019
  • UGC National Eligibility for Teaching Certification, 2015