| Service delivery system design: characteristics and contingencies F Ponsignon, PA Smart, RS Maull International Journal of Operations & Production Management, 2011 | 199 | 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 | 103 | 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 | 99 | 2017 |
| 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 | 79 | 2019 |
| 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 | 73 | 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 | 70 | 2015 |
| 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 | 69 | 2021 |
| 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 | 55 | 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 | 49 | 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 | 37 | 2018 |
| The epistemological basis for quality management G Barouch, F Ponsignon Total Quality Management & Business Excellence 27 (7-8), 644-963, 2016 | 33 | 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 | 28 | 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 | 27 | 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 | 20 | 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 | 16 | 2020 |
| 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 | 13 | 2023 |
| Service delivery systems: a business process perspective F Ponsignon, PA Smart, RS Maull EurOMA/POMS College of Service Operations, London Business School, 2007 | 12 | 2007 |
| Service delivery systems: the transformational context F Ponsignon, A Smart, RS Maull | 12 | 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 | 9 | 2022 |
| An in-depth case study of a modular service delivery system in a logistics context F Ponsignon, P Davies, A Smart, R Maull The International Journal of Logistics Management 32 (3), 872-897, 2021 | 5 | 2021 |
roger maullUniversity of ExeterVerified email at exeter.ac.uk
