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Operations Management-Supply Chain-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., 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
    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
    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., 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., 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
    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
    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
    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
    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 Journal 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 Journal article

    Operations Management/Supply Chain

    • Service Operations Management
    • Business Process Management


    • Research Methodology
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