Frédéric PONSIGNON

Operations Management & Information Systems Download CV

Frederic Ponsignon is an Associate Professor of Operations Management at KEDGE BS.  His research primarily focuses on service process design, customer experience management, quality management and digital transformation, and service recovery. He’s been involved in a variety of research and consulting projects and working with a range of organisations including AFNOR, EDF, La Cité du Vin, TNT, Axa, AFNOR, FIAT Industrials, Devon Police among others. He has published seven research articles in leading international journals such as the International Journal of Operations and Production Management, the International Journal of Production Research and the Journal of Service Management. He is also the author of several practitioner-oriented white papers.

    Recent publications
    Publication Year of publication Type of publication
    Ponsignon, F., Kleinhans, S., Bressolles, G. (2018). Vers la qualité 4.0 : Apports croisés de la fonction qualité et de la transformation digitale. Paris : AFNOR éditions, avril, 124 p. 2018 Book
    Ponsignon, F., Durrieu, F., Bouzdine-Chameeva, T. (2017). Customer experience design: a case study in the cultural sector. Journal of Service Management, 28 (4), 763-787 2017 Refereed Article
    Frédéric PONSIGNON ; Gilles BAROUCH, "The epistemological basis for Quality Management", Total Quality Management and Business Excellence, DOI: 10.1080/14783363.2016.1188659 2016 Refereed Article
    Frédéric PONSIGNON ; Enrico Contiero, "Contingencies and characteristics of service recovery system design: insights from retail banking", International Journal of Operations and Production Management, Forthcoming 2016 Refereed Article
    Fred PONSIGNON ; Blandine AGERON ; Laura PHILLIPS ; Olivier LAVASTRE “Servitization and supply chain management: Preliminary evidence from a servitized organization”, In "Projet et Logistique", Paris : ESKA, Paris, 2016 2016 Chapter
    Back to top