Aude RYCHALSKI
Assistant Professor in Marketing
Discipline department
Marketing
Teaching area
Strategy
Quantitative Methods
International Marketing
Marketing
Marketing Introduction
Consumer Behaviour
Bio
Aude Rychalski is an Assistant Professor of Marketing. She joined EM Normandie in 2017. She has a PhD in Marketing from the Open University (Milton Keynes, UK), awarded in 2014. Her thesis is on the impact of call centre customer emotions on their satisfaction and loyalty. Her research interests are consumer emotions and the consumer’s cognitive assessments of these, the relationship between these emotions and consumer behaviour, namely in a utilitarian context, using quantitative methods.
Degrees
2014 : PhD in Marketing, The Open University, Milton Keynes, UK
Professional experience
Since 2017 : assistant professor in marketing, EM Normandie
2016 : professor, ESSCA Angers
2010-2015 : professor in marketing, ESCEM Tours
2007-2010 : lecturer, ESCEM Tours
2005-2007 : research Assistant, ESCEM Tours
2006 : lecturer, ESC Rennes
Publications
Publications
Year of publication
Type
Rychalski, A 2014, 'The role of customer emotions in a call center setting', PhD. in Management, The Open University, Milton Keynes, UK.
2014
PhD Dissertation / Accreditation to Supervise Management Research
González-Gómez, H, Hudson, S & Rychalski, A 2021, 'The psychology of frustration: Appraisals, outcomes and service recovery', Psychology & Marketing, vol. 38, Issue 9, pp. 1550-1575. CNRS : 3 ; FNEGE : 2 ; ABS : 3 ; HCERES : A.
2021
Academic articles
Hudson, S, Gonzalez, H & Rychalski, A 2017, 'Call centers: is there an upside to the dissatisfied customer experience ?', Journal of Business Strategy, vol. 38, no. 1, pp.39-46; CNRS: 3; FNEGE: 3; HCERES: B
2017
Academic articles
Rychalski, A & Hudson, S 2017, 'Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context', Journal of Business Research, vol. 71, pp.84-91, February.; CNRS: 2; FNEGE: 2; HCERES: A
2017
Academic articles
Gonzalez-Gomez, H, Hudson, S & Rychalski, A 2019, ‘The Psychology Of Frustration: Appraisal Theory, Satisfaction And Loyalty’, Academy of Marketing Conference 2019, London, England, July, 2-4. Best paper Award
2019
Academic communications
Rychalski, A & Palmer, A 2011, 'Customer satisfaction and emotion in the Call Centre context', World Marketing Congress, Academy of Marketing Science, Reims, France, June, 19-23
2011
Academic communications
Rychalski, A & Palmer, A 2010, 'The emotional aspects of customer satisfaction in the context of a Call Centre', 26th AFM Congress, AFM, Le Mans, France, May, 5-7
2010
Academic communications
Bonneveux, E, Bosia, E & Rychalski, A 2010, 'L'éthique du consommateur : proposition d'une échelle adaptée au contexte français', 7ème Congrès de l'ADERSE 'CSR & Innovation', La Rochelle, France, 24-26 mars
2010
Academic communications
Soparnot, R, Bonneveux, E & Rychalski, A 2008, 'La mise en oeuvre d'une GRH responsable ou comment une PME devient une référence sociale', Coongrès de l'ASAC, Halifax, Canada, 24-27 mai
2008
Academic communications
Soparnot, R, Rychalski, A & Bonneveux, E 2008, 'Innovation de produit et stratégie de premier entrant : Toyota a-t-elle pris une longueur d'avance avec la Prius ?', Atelier de cas pédagogique en Management Stratégique, Paris, France, 20 mars
2008
Academic communications