Frédéric PONSIGNON

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
    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
    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., 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
    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., 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., 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

    Methodology

    • Research Methodology
    Research domains

    Operations Management

    Tourism

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