Faculty (A-Z)

Swapan Deep Arora

Swapan Deep Arora Assistant Professor
Marketing Management

Contact Information

swapana@iimamritsar.ac.in

Curriculum vitae

Dr. Swapan Deep Arora is a faculty in the area of Marketing Management at IIM Amritsar. He has completed his Ph.D. in marketing management from IIM Lucknow. His research has been published in leading journals including the Journal of Business Research, Journal of Macromarketing, Journal of Services Marketing, and Tourism Management Perspectives, among others. His current research interests include consumer complaining behavior and macromarketing. He has earlier worked in the telecom services industry for around two decades with BSNL, a Government of India enterprise.

Activity Login



These Days


  • Consumer complaining behavior
  • Macro-marketing
  • Systematic literature reviews
  • Arora, S. D., & Chakraborty, A. (2021). Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis. Journal of Business Research, 122, 60-74. [ABDC A; ABS 3].
  • Arora, S. D., & Chakraborty, A. (2021). The role of for-profit firms in disaster management: a typology. Journal of Macromarketing, 41(4), 675-698. [ABDC A; ABS 2].
  • Arora, S. D., & Chakraborty, A. (2020). Legitimate and illegitimate consumer complaining behavior: a review and taxonomy. Journal of Services Marketing, 34(7), 921-937. [ABDC A; ABS 2].
  • Arora, S. D., & Mathur, S. (2020). Hotel pricing at tourist destinations–a comparison across emerging and developed markets. Tourism Management Perspectives, 35, 100724. [ABDC A; ABS 2].
  • Singh, G. P., Chakraborty, A., & Arora, S. D. (2022). Uncovering the knowledge structure of the fan-sporting relationship: A bibliometric analysis. Sport Management Review, https://doi.org/10.1080/14413523.2021.2014183 [ABDC A; ABS 2].
  • Arora, S. D., & Mathur, S. (2020). Effect of airline choice and temporality on flight delays. Journal of Air Transport Management, 86, 101813. [ABDC B; ABS 1].
  • Arora, S. D., Gupta, D. D, & Naylor, G. (2021). Negative word of mouth: A systematic review and research agenda”, Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 34, 33-78. [ABDC B].
  • Arora, S. D., & Chakraborty, A. (2021). Consumer Complaining Behavior: a Paradigmatic Review. Philosophy of Management, 20(2), 113-134. [ABDC C].
  • Arora, S. D., & Chakraborty, A., “HDFC LIFE: A consumer’s quest for justice”, Vikalpa [ABS 1] (Accepted).
  • Chakraborty, A., & Arora, S. D., “Managing adversity: Brands and COVID-19”, Vikalpa [ABS 1] (Accepted – To be published in April-June 2022 Issue Vol. 47.2)