معرفی
Frédéric PONSIGNON is an Associate Professor at KEDGE Business School in the Operations, Supply Chain and Information Management department. His research explores customer/visitor/patient experience, process management, and quality management, with applications in tourism, healthcare, and digital transformation. He has published extensively in journals like Journal of Vacation Marketing, Journal of Business Research, and Journal of Service Management, focusing on experience design, service recovery systems, and sustainability in the circular economy.
- 2015-2024: KEDGE Business School (Associate Professor)
- 2006-2015: University of Exeter (before joining KEDGE)
Research Interests: His work bridges service strategy and operational characteristics, with empirical studies in luxury cognac branding, wine tourism (e.g., La Cité du Vin), and healthcare services. Key themes include liminality in customer experiences, hedonic/utilitarian value, and digital transformation in quality management. Recent articles analyze psychic distance in tourism and social media cues in healthcare professional associations.
Notable Publications: His 2025 article with Holmqvist on visitor experience frameworks in luxury tourism and 2024 work with Lunardo on utilitarian-hedonic escapism highlight his focus on experience design. The 2023 book L’expérience dans l’innovation en santé extends his contributions to healthcare innovation. Earlier chapters (e.g., Quality Management in 2023 Encyclopedia) emphasize theoretical foundations.
