Fred Ponsignon
Cited by
Cited by
Service delivery system design: characteristics and contingencies
F Ponsignon, PA Smart, RS Maull
International Journal of Operations & Production Management, 2011
Customer experience design: a case study in the cultural sector
F Ponsignon, F Durrieu, T Bouzdine-Chameeva
Journal of Service Management 28 (4), 763-787, 2017
Experience co-creation in financial services: an empirical exploration
F Ponsignon, P Klaus, R Maull
Journal of Service Management 26 (2), 295-320, 2015
The contribution of quality management to an organisation’s digital transformation: a qualitative study
F Ponsignon, S Kleinhans, G Bressolles
Total Quality Management & Business Excellence 30 (sup1), S17-S34, 2019
Why Are International Visitors More Satisfied with the Tourism Experience? The Role of Hedonic Value, Escapism, and Psychic Distance
F Ponsignon, R Lunardo, M Michrafy
Journal of Travel Research 60 (8), 1771-1786, 2021
The impact of interactive technologies on the social experience: An empirical study in a cultural tourism context
F Ponsignon, M Derbaix
Tourism Management Perspectives 35, 100723, 2020
Healthcare experience quality: an empirical exploration using content analysis techniques
F Ponsignon, A Smart, M Williams, JH Hall
Journal of Service Management 26 (3), 460-485, 2015
Achieving immersion in the tourism experience: the role of autonomy, temporal dissociation, and reactance
R Lunardo, F Ponsignon
Journal of Travel Research 59 (7), 1151-1167, 2020
Process design principles in service firms: Universal or context dependent? A literature review and new research directions
F Ponsignon, PA Smart, RS Maull
Total Quality Management & Business Excellence 23 (11-12), 1273-1296, 2012
A customer journey perspective on service delivery system design: insights from healthcare
F Ponsignon, A Smart, L Phillips
International Journal of Quality & Reliability Management 35 (10), 2328-2347, 2018
The epistemological basis for quality management
G Barouch, F Ponsignon
Total Quality Management & Business Excellence 27 (7-8), 644-963, 2016
Service recovery system antecedents: a contingency theory investigation
JS Smith, J Jayaram, F Ponsignon, JS Wolter
Journal of Service Management 30 (2), 276-300, 2019
Contingencies and characteristics of service recovery system design: insights from retail banking
E Contiero, F Ponsignon, P Smart, A Vinelli
International Journal of Operations & Production Management 36 (11), 1644-1667, 2016
Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study
F Ponsignon
Journal of Service Management 34 (2), 294-315, 2023
Four archetypes of process improvement: a Q-methodological study
F Ponsignon, RS Maull, PA Smart
International Journal of Production Research 52 (15), 4507-4525, 2014
Development and validation of a measurement scale for the experience capability construct
F Ponsignon, JS Smith, A Smart
Journal of Service Management 32 (3), 315-345, 2020
Service delivery systems: the transformational context
F Ponsignon, A Smart, RS Maull
Service delivery systems: a business process perspective
F Ponsignon, PA Smart, RS Maull
EurOMA/POMS College of Service Operations, London Business School, 2007
Beyond a mediocre customer experience in the circular economy: The satisfaction of contributing to the ecological transition
H Guyader, F Ponsignon, F Salignac, N Bojovic
Journal of Cleaner Production 378, 134495, 2022
Assisting visitor path creation in experiential tourist attractions
F Ponsignon, M Amiri-Aref, R Lunardo, T Bouzdine-Chameeva
Tourism Management Perspectives 49, 101187, 2023
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