Publications récentes
| Publication | Année de publication | Type de publication |
|---|---|---|
| PONSIGNON, F., J.SMITH, J.JAYARAM, J.WOLTER, "Service recovery system antecedents: a contingency theory investigation", Journal of Service Management, 2019, vol. 30, no. 2, pp. 276-300 | 2019 | Article |
| BOUZDINE-CHAMEEVA, T., F.PONSIGNON, F.DURRIEU, J.-O.PESME, "How to design a wine museum? Insights from La Cité du Vin in Bordeaux“" dans Management And Marketing Of Wine Tourism Businesses: Theory, Practice And Cases”., Ed., Palgrave Macmillan, vol. Vol 2, pp. 279-295, 2019 | 2019 | Chapitre |
| DURRIEU, F., F.PONSIGNON, T.BOUZDINE-CHAMEEVA - "La Cité du Vin” case study: Assessing and improving customer experience design in the wine tourism sector" - 2018, CCMP | 2018 | Etude de cas déposée |
| PONSIGNON, F., A.SMART, L.PHILLIPS, "A customer journey perspective on service delivery system design: insights from healthcare", International Journal of Quality and Reliability Management, 2018, vol. 35, no. 10, pp. 2328-2347 | 2018 | Article |
| PONSIGNON, F., F.DURRIEU, T.BOUZDINE-CHAMEEVA, "Customer experience design: a case study in the cultural sector", Journal of Service Management, 2017, vol. 28, no. 4, pp. 763-787 | 2017 | Article |
| PONSIGNON, F., B.AGERON, O.LAVASTRE, P.LAURA, "Servitization and supply chain management: Preliminary evidence from a servitized organization" dans Projet et Logistique., Ed., ESKA-MA éditions, chap. 2, pp. 19-31, 2017 | 2017 | Chapitre |
| CONTIERO, E., F.PONSIGNON, P.SMART, A.VINELLI, "Contingencies and characteristics of service recovery system design", International Journal of Operations and Production Management, 2016, vol. 36, no. 11, pp. 1644-1667 | 2016 | Article |
| BAROUCH, G., F.PONSIGNON, "The epistemological basis for quality management", Total Quality Management & Business Excellence, 2016, vol. 27, no. 7/8, pp. 944-962 | 2016 | Article |
| PONSIGNON, F., P.KLAUS, R. S.MAULL, "Experience co-creation in financial services: an empirical exploration", Journal of Service Management, 2015, vol. 26, no. 2, pp. 295-320 | 2015 | Article |
| PONSIGNON, F., A.SMART, M.WILLIAMS, J.HALL, "Healthcare experience quality: an empirical exploration using content analysis techniques", Journal of Service Management, 2015, vol. 26, no. 3, pp. 460-485 | 2015 | Article |
Pédagogie
Gestion des operations de la chaine d'approvisionnement
- Management des Opérations dans les Services
- Pilotage des Processus
Méthodologie
- Méthodologie de la Recherche