Fred Ponsignon
Fred Ponsignon
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Cited by
Cited by
Service delivery system design: characteristics and contingencies
F Ponsignon, PA Smart, RS Maull
International Journal of Operations & Production Management, 2011
Experience co-creation in financial services: an empirical exploration
F Ponsignon, P Klaus, R Maull
Journal of Service Management 26 (2), 295-320, 2015
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
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
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
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
The epistemological basis for quality management
G Barouch, F Ponsignon
Total Quality Management & Business Excellence 27 (7-8), 644-963, 2016
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
Service delivery systems: a business process perspective
F Ponsignon, PA Smart, RS Maull
POMS College of Service Operations Conference, London July, 12-13, 2007
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
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
Service delivery systems: the transformational context
F Ponsignon, A Smart, RS Maull
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
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
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
Designing for flow in online apparel retail
NS Bassi, PA Smart, F Ponsignon
Proceedings of the Cambridge Academic Design management Conference 2013, 4-5, 2013
Process design in an information-intensive service delivery system: An empirical study
F Ponsignon
University of Exeter, 2010
The shifting boundaries of marketing and operations under Service Dominant Logic
ICL Ng, RS Maull, SL Vargo, F Ponsignon
Working paper, 2012
Development and validation of a measurement scale for the experience capability construct
F Ponsignon, JS Smith, A Smart
Journal of Service Management, 2020
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, 2020
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