Operations Management-Supply Chain-Information Systems Download CV

Frederic Ponsignon is an Associate Professor of Operations Management at KEDGE BS.  His teaching and research primarily focus on service process design, customer/tourist experience management, quality management, and service recovery. He’s been involved in a variety of research and consulting projects and has worked with a range of organisations including AFNOR, EDF, La Cité du Vin, TNT, Axa Wealth, FIAT Industrials, Devon Police, and Hennessy among others. He has published over 15 research articles in leading international journals such as the International Journal of Operations and Production Management, the International Journal of Production Research, the Journal of Travel Research and the Journal of Service Management. He is also the author of several practitioner-oriented white papers and two books on the digitalization of quality management.

    Recent publications
    Publication Year of publication Type of publication
    PONSIGNON, F., D. JAUD, F. DURRIEU, R. LUNARDO, "The ability of experience design characteristics to elicit epistemic value, hedonic value and visitor satisfaction in a wine museum", International Journal of Contemporary Hospitality Management, 2024 2024 Journal article
    PONSIGNON, F., "Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study", Journal of Service Management, 2023, vol. 34, no. 2, pp. 294-315 2023 Journal article
    PONSIGNON, F., L. MATHIEU, F. DURRIEU, "Understanding the drivers of patient satisfaction with home health care services: an empirical study of two care pathways", International Journal of Health Planning and Management, 2023, vol. 38, no. 6, pp. 1644-1656 2023 Journal article
    PONSIGNON, F., L. PHILLIPS, P. A. SMART, N. LOW, "Designing the service delivery system for prevention-oriented goals: insights from two case studies", Journal of Service Management, 2023, vol. 35, no. 1, pp. 22-45 2023 Journal article
    PONSIGNON, F., G. BAROUCH, "Quality Management" in Encyclopedia of Stakeholder Management., Jacob Dahl Rendtorff; Maria Bonnafous-Boucher Ed., Edward Elgar Publishing, pp. 304-308, 2023 2023 Book chapter
    PONSIGNON, F., J. HOLMQVIST, "A Framework for Designing Visitor Experiences in Branded Tourist Attractions: Insights from a Luxury Cognac Brand", Journal of Vacation Marketing, 2023 2023 Journal article
    DADICH, A., R. WELLS, S. WILLIAMS, N. TASKIN, M. COSKUN, F. PONSIGNON, C. GRENIER, S. SCAHILL, S. BEST, "Cues Disseminated by Professional Associations That Represent 5 Health Care Professions Across 5 Nations: Lexical Analysis of Tweets", Journal of Medical Internet Research, 2023, vol. 25, pp. e42927 2023 Journal article
    FLORA, L., C. GRENIER, F. PONSIGNON, L’expérience dans l’innovation en santé modes éphémères ou nouveau paradigme ?, ISTE Editions, London, 2023 2023 Book
    CHATMI, A., K. ELASRI, F. PONSIGNON, "Assessing and improving service co-creation: the customer-centric matrix", International Journal of Quality and Service Sciences, 2023, vol. 15, no. 1, pp. 97-114 2023 Journal article
    PONSIGNON, F., M. AMIRI AREF, R. LUNARDO, T. BOUZDINE-CHAMEEVA, "Assisting visitor path creation in experiential tourist attractions", Tourism Management Perspectives, 2023, vol. 49, pp. 101187 2023 Journal article
    PONSIGNON, F., "Using focus groups to conduct rigorous and impactful qualitative research in operations management" in Qualitative Research: Voices in Management Sciences., Françoise Chevalier L. Martin Cloutier Nathalie Mitev Ed., EMS, pp. 195-218, 2022 2022 Book chapter
    PONSIGNON, F., "Gestion des opérations et transformation digitale : groupes de discussion" in Témoignages dans les sciences de gestion., Ed., EMS, pp. 185-219, 2022 2022 Book chapter
    GUYADER, H., F. PONSIGNON, F. SALIGNAC, N. BOJOVIC, "Beyond a mediocre customer experience in the circular economy: The satisfaction of contributing to the ecological transition", Journal of Cleaner Production, 2022, vol. 378, pp. 134495 2022 Journal article
    BAROUCH, G., F. PONSIGNON, "La pandémie du Covid-19: analyse de la crise et choix de politiques publiques favorisant la sortie de cette crise systémique", Gestion et Management Public, 2021, vol. No Spécial, pp. 179-184 2021 Journal article
    PONSIGNON, F., P. DAVIES, A. SMART, R. S. MAULL, "An in-depth case study of a modular service delivery system in a logistics context", International Journal of Logistics Management, 2021, vol. 32, no. 3, pp. 872-897 2021 Journal article
    PONSIGNON, F., A. SMART, J. SMITH, "Development and validation of a measurement scale for the experience capability construct", Journal of Service Management, 2021, vol. 32, no. 3, pp. 315-345 2021 Journal article
    PONSIGNON, F., R. LUNARDO, M. MICHRAFY, "Why Are International Visitors More Satisfied with the Tourism Experience? The Role of Hedonic Value, Escapism, and Psychic Distance", Journal of Travel Research, 2021, vol. 60, no. 8, pp. 1771-1786 2021 Journal article
    PONSIGNON, F., M. DERBAIX, "The impact of interactive technologies on the social experience: An empirical study in a cultural tourism context", Tourism Management Perspectives, 2020, vol. 35, pp. 100723 2020 Journal article
    LUNARDO, R., F. PONSIGNON, "Achieving immersion in the tourism experience: The role of autonomy, temporal dissociation, and reactance", Journal of Travel Research, 2020, vol. 59, no. 7, pp. 1151-1167 2020 Journal article
    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 Journal article
    PONSIGNON, F., S. KLEINHANS, G. BRESSOLLES, "The Contribution of Quality Management to an Organisation’s Digital Transformation: a Qualitative Study", Total Quality Management & Business Excellence, 2019, vol. 30, no. Sup1, pp. S17-S34 2019 Journal article
    BRESSOLLES, G., F.PONSIGNON, QSE et digital: soyez moteurs de la transformation, Afnor Editions , Paris, 2019 2019 Book
    BOUZDINE-CHAMEEVA, T., F. PONSIGNON, F. DURRIEU, J.-O. PESME, "How to design a wine museum? Insights from La Cité du Vin in Bordeaux“" in Management And Marketing Of Wine Tourism Businesses: Theory, Practice And Cases”., Ed., Palgrave Macmillan, vol. Vol 2, pp. 279-295, 2019 2019 Book chapter
    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 Journal article
    PONSIGNON, F., S.KLEINHANS, G.BRESSOLLES, Vers la qualité 4.0 : Apports croisés de la fonction qualité et de la transformation digitale, AFNOR Editions, Paris, France, 2018 2018 Book
    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 Case Study
    PONSIGNON, F., B.AGERON, O.LAVASTRE, P.LAURA, "Servitization and supply chain management: Preliminary evidence from a servitized organization" in Projet et Logistique., Ed., ESKA-MA éditions, chap. 2, pp. 19-31, 2017 2017 Book chapter
    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 Journal 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 Journal article
    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 Journal article
    Teaching domains

    Operations Management/Supply Chain

    • Service Operations Management
    • Business Process Management
    • Quality Management


    • Research Methodology
    Research domains

    Operations Management