Dr Richa Chugh

Biography
Research Interests
Peer Reviewed Journals
Year | Publication | |
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2016 | 'Working smart to win back lost customers the role of coping choices and justice mechanisms'
Liu, AH;Chugh, R;Gould, AN (2016) 'Working smart to win back lost customers the role of coping choices and justice mechanisms'. European Journal of Marketing, 50 :397-420 [DOI] [Details] |
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2015 | 'A sales process framework to regain B2B customers'
Liu, AH;Leach, M;Chugh, R (2015) 'A sales process framework to regain B2B customers'. Journal of Business and Industrial Marketing, 30 :906-914 [DOI] [IR Link] [Details] |
Conference Publications
Year | Publication | |
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2019 | How Does Post Defection Regret Impact B2B Customers’ Advocacy to Switch Back?
Chugh Richa, Annie H. Liu, and Mark P. Leach, (2019) How Does Post Defection Regret Impact B2B Customers’ Advocacy to Switch Back? Industrial Marketing and Purchasing (IMP) Conference [Details] |
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2013 | 'The Influence of Psychological Contracts on Buyer-Seller Relationships across Institutionally Distant Markets
Chugh, Richa, Valerie Lindsay, David Crick (2013) 'The Influence of Psychological Contracts on Buyer-Seller Relationships across Institutionally Distant Markets Industrial Marketing and Purchasing (IMP) Conference [Details] |
Conference Contributions
Year | Publication | |
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2019 | The Influence of Institutional Distance on Psychological Contracts and Commitment in Exporter-Distributor Relationships.
Chugh, Richa, Valerie Lindsay, David Crick, and Annie. H. Liu (2019) The Influence of Institutional Distance on Psychological Contracts and Commitment in Exporter-Distributor Relationships. [Published Abstract], World Marketing Congress, Edinburgh, UK [Details] |
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2018 | Examining Purchasing Agents’ Emotions on Advocacy to Switch Back: Integrating Justice Perceptions and Relationship Quality.
Chugh, Richa and Annie H. Liu (2018) Examining Purchasing Agents’ Emotions on Advocacy to Switch Back: Integrating Justice Perceptions and Relationship Quality. [Published Abstract], National Conference in Sales Management (NCSM), California, USA [Details] |
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2018 | Customer Switching Back Dynamics: The Power of Rebuilding Trust.
Liu, Annie H., Richa Chugh and Mark P Leach (2018) Customer Switching Back Dynamics: The Power of Rebuilding Trust. [Published Abstract], Global Sales Science Institute Conference, Vienna, Austria [Details] |
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2017 | Felt bad after goodbye: Do purchasing agent’s emotions affect customer switch back?.
Chugh Richa, Annie H. Liu, and Mark P. Leach (2017) Felt bad after goodbye: Do purchasing agent’s emotions affect customer switch back?. [Published Abstract], World Marketing Congress, New Zealand [Details] |
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2016 | Rebuilding Relationship Quality to Regain Lost Customers: Purchasing Agents’ Perspective.
Liu, Annie H., Richa Chugh and Mark P. Leach (2016) Rebuilding Relationship Quality to Regain Lost Customers: Purchasing Agents’ Perspective. [Published Abstract], Society of Marketing Advances Conference, Atlanta, USA [Details] |
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2014 | Problem vs. Emotional-Focused Coping with Customer Defections: How Positive Sense and Respond Strategies Support Win-Back.
Chugh, Richa, Noel Gould, Annie H. Liu, and Mark P. Leach (2014) Problem vs. Emotional-Focused Coping with Customer Defections: How Positive Sense and Respond Strategies Support Win-Back. [Published Abstract], Society of Marketing Advances Conference, New Orleans, USA [Details] |
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2014 | Defection Analysis and Reacquisition Efforts: Building A Sales Process Framework for B2B Reacquisition.
Liu, Annie H., Mark P. Leach, and Richa Chugh (2014) Defection Analysis and Reacquisition Efforts: Building A Sales Process Framework for B2B Reacquisition. [Published Abstract], National Conference in Sales Management (NCSM), Miami, USA [Details] |