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Journal Articles

Designing the service delivery system for prevention-oriented goals: insights from two case studies

Frédéric Ponsignon, Laura Phillips, Philip Smart, Nicholas Low

Journal of Service Management (2024) 35 (1): 22–45.

https://doi.org/10.1108/JOSM-02-2023-0069

Published: 04 December 2023

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Includes: Supplementary data

Journal Articles

Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study

Frédéric Ponsignon

Journal of Service Management (2023) 34 (2): 294–315.

https://doi.org/10.1108/JOSM-03-2021-0096

Published: 01 February 2022

View article titled, Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study

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Journal Articles

Development and validation of a measurement scale for the experience capability construct

Frédéric Ponsignon, Jeffery S. Smith, Andi Smart

Journal of Service Management (2021) 32 (3): 315–345.

https://doi.org/10.1108/JOSM-11-2019-0353

Published: 25 June 2020

View article titled, Development and validation of a measurement scale for the experience capability construct

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Journal Articles

Service recovery system antecedents: a contingency theory investigation

Jeffery S. Smith, Jayanth Jayaram, Frederic Ponsignon, Jeremy S. Wolter

Journal of Service Management (2019) 30 (2): 276–300.

https://doi.org/10.1108/JOSM-01-2018-0026

Published: 21 May 2019

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Journal Articles

Customer experience design: a case study in the cultural sector

Frederic Ponsignon, Francois Durrieu, Tatiana Bouzdine-Chameeva

Journal of Service Management (2017) 28 (4): 763–787.

https://doi.org/10.1108/JOSM-01-2017-0016

Published: 21 August 2017

View article titled, Customer experience design: a case study in the cultural sector

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Journal Articles

Healthcare experience quality: an empirical exploration using content analysis techniques

Frederic Ponsignon, Andi Smart, Mike Williams, Juliet Hall

Journal of Service Management (2015) 26 (3): 460–485.

https://doi.org/10.1108/JOSM-10-2014-0265

Published: 15 June 2015

View article titled, Healthcare experience quality: an empirical exploration using content analysis techniques

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Journal Articles

Experience co-creation in financial services: an empirical exploration

Frederic Ponsignon, Philipp Klaus, Roger S. Maull

Journal of Service Management (2015) 26 (2): 295–320.

https://doi.org/10.1108/JOSM-10-2014-0277

Published: 20 April 2015

View article titled, Experience co-creation in financial services: an empirical exploration

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Designing the service delivery system for prevention-oriented goals: insights from two case studies

Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study

Development and validation of a measurement scale for the experience capability construct

Service recovery system antecedents: a contingency theory investigation

Customer experience design: a case study in the cultural sector

Healthcare experience quality: an empirical exploration using content analysis techniques

Experience co-creation in financial services: an empirical exploration

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