Discipline
Marketing
Supervisor
- Kersi Antia
- Prashant Rajaram
Pouria is a PhD student in Marketing at the Ivey Business School. His research focuses on customer-employee interactions in complaint-handling encounters and the role of content novelty in shaping engagement on social media platforms.
In one stream of research, he analyzes real-world customer complaint calls to examine how the dynamics of conversation can influence downstream outcomes such as satisfactions and retention. In a second stream, he investigates how the novelty of influencer-generated content impact user engagement metrics. His work is grounded in unstructured data, including speech, text, and images, and leverages methodologies from causal inference and machine learning.
Education
- Master of Business Administration, Sharif University of Technology, Tehran, Iran, 2019
- Bachelor of Science, Mechanical Engineering, Amirkabir University of Technology, Tehran, Iran, 2016
Research Interests
- Service Interactions
- Verbal and Vocal Communication
- Creativity in Digital Marketing
- Causal Inference and Machine Learning in Marketing
Awards and Honours
- Sharif University Scholarship
Conferences
-
Customer-Employee Dyads in Complaint Handling Interactions; the European Marketing Academy Conference (EMAC), May 2025, Madrid, Spain.
