Highlight your achievements on People@HES-SO More info
PEOPLE@HES-SO – Directory and Skills inventory
PEOPLE@HES-SO – Directory and Skills inventory

PEOPLE@HES-SO
Directory and Skills inventory

Help
language
  • fr
  • en
  • de
  • fr
  • en
  • de
  • SWITCH edu-ID
  • Administration
« Back
Dubosson Magali

Dubosson Magali

Professeure HES ordinaire/Responsable d'institut

Main skills

Marketing des services

Analyse de risques

Expérience client

Digital Transformation

Étude de marché

Strategy Marketing

Market Research

  • Contact

  • Teaching

  • Research

  • Publications

  • Conferences

Main contract

Professeure HES ordinaire/Responsable d'institut

Desktop: HEG 421

Haute école de gestion de Fribourg
Chemin du Musée 4, 1700 Fribourg, CH
HEG-FR
BSc HES-SO en Economie d'entreprise - Haute école de gestion de Fribourg
  • Analyse de marché

Ongoing

Experiential marketing of Company Tours

Role: Main Applicant

Description du projet :

This research focuses on the growing trend of company visits as experiential opportunities. It aims to thoroughly comprehend these "company visit" experiences by evaluating dimensions such as product dramatization and aligning them with the Experience Economy paradigm. Methodologically grounded in qualitative analysis of both official online representations and TripAdvisor reviews, the study examines 14 prominent European enterprises to identify factors influencing visitor experiences. Noteworthy findings encompass a pronounced emphasis on multisensory engagement, architectural valorization, co-creation dynamics, tangible experiences, individualization, and effective scenarization. The study categorizes these visits based on manufacturing authenticity and personalized human interactions. It identifies positive and negative elements affecting visitor experiences, emphasizing the significance of the factory store, product testing, employees, guides, and information. Ultimately, this research contributes to understanding how to create memorable company visit experiences and suggests future paths for research in experience design and sensory impact.

Research team within HES-SO: Dubosson Magali , Meier Samuele , Emad Sabine

Statut: Ongoing

Completed

Une solution numérique pour identifier rapidement les risques liés aux personnes

Role: Main Applicant

Financement: Innosuisse

Description du projet :

L’éditeur de logiciels Oxial collabore avec plusieurs chercheurs de la Haute école spécialisée de Suisse occidentale (HES-SO) issus des domaines de la psychologie, des statistiques et de l’économie.

Ensemble, ils veulent développer un programme aidant les entreprises à lutter contre les risques liés aux personnes, comme par exemple la criminalité économique, le burn-out ou l'absentéisme.

« Nous nous concentrons sur le risque émanant du personnel interne à l’entreprise. En effet, quatre cas de fraudes sur cinq sont le fait de collaborateurs mécontents », explique Éric Berdeaux, CEO d’Oxial.

Les enquêtes existantes pour établir l’indice de stress sont souvent trop onéreuses pour les entreprises. Nous recherchons une solution permettant de recueillir rapidement et efficacement les données pertinentes pour la détection rapide des risques liés à l'humain. Nous plaçons l’accent non pas sur l’individu, mais sur les équipes, les services, les structures et les processus dans leur ensemble.

Grâce à une cartographie des activités, basée sur des sondages anonymes effectués auprès des collaborateurs, les entreprises doi

Research team within HES-SO: Dubosson Magali

Partenaires académiques: Samuele Meier, Haute ecole de Gestion Fribourg; Varone Sacha, Haute école de gestion Genève; Fragnière Emmanuel, Hes-so// Valais

Partenaires professionnels: Junod Nathalie, Haute école de Gestion Genève

Durée du projet: 15.03.2020 - 30.01.2021

Statut: Completed

Modélisation de la tarification des prestations de service. Le cas des agences de voyages
AGP

Role: Collaborator

Financement: HES-SO Valais-Wallis; HES-SO Rectorat; GE - Haute école de gestion de Genève; GE - Haute école de gestion de Genève

Description du projet : Dans le cadre de ce projet, nous proposons de traiter la problématique de la tarification des services. En effet, la modélisation de la tarification des services est un domaine de recherche appliquée qui a été très peu étudié, en raison du caractère intangible et hétérogène des prestations de service. Le contexte choisi pour réaliser nos développements de recherche est le secteur des agences de voyages en Suisse romande. Ce secteur a la particularité de vivre une mutation complète puisque aujourd'hui il ne peut plus bénéficier de revenus alimentés par des systèmes de commissions. L'agent de voyages doit alors fournir à ses clients des prestations à haute valeur ajoutée. Sa profession évolue donc vers un conseil personnalisé ainsi que « l'assemblage de voyages ». La tarification de ces nouveaux types de prestations constitue le défi principal de ce secteur d'activités. Nous avons choisi de traiter cette question de recherche étant donné notre expérience dans les domaines des services, de la gestion des opérations, du pricing et de la mise en place d'outils d'aide à la décision. Notre revue de la littérature scientifique indique que des développements de recherche ont bien été effectués dans le domaine du tourisme et des agences de voyages. Par contre, ces études proposent des modélisations de tarification de services standardisés de voyages. C'est le cas notamment des modèles de « yield management » utilisés par les compagnies aériennes low cost pour fixer leurs tarifs. La nature qualitative du service n'est à notre connaissance jamais abordée dans le cadre de développements de modèles de tarification. Notre contribution de recherche réside ainsi dans l'établissement de liens formels entre ces modèles classiques de tarification et la quantification de variables qualitatives (par exemple, certains aspects humains composant la prestation de service). Pour cette dernière, nous bénéficions de développements de techniques statistiques qui ont été réalisés au cours de ces dernières années dans le domaine des sciences sociales. La plupart de ces techniques statistiques se fondent sur des approches non paramétriques, c'est-à-dire que nous n'émettons pas a priori d'hypothèses théoriques de comportements des variables qualitatives étudiées. En d'autres termes, nous ne pouvons associer à ces variables des fonctions de probabilité de distribution (par exemple une loi gaussienne). Nous serons donc contraints d'adopter une démarche méthodologique inductive ou encore expérimentale. Le travail de terrain dans les agences de voyages nous permettra de comprendre et de modéliser de manière appropriée les prestations de service fournies au client. Ensuite, nous pourrons intégrer ces éléments de modélisation dans des techniques classiques de tarification. Notre souci est de fournir des outils simples et pertinents d'aide à la décision. Pour ce faire, les modèles seront mis en 'uvre sur des outils bureautiques courants tels que Excel ou Access.

Research team within HES-SO: Fragniere Emmanuel , Montani Bruno , Dubosson Magali

Durée du projet: 01.01.2006 - 30.05.2007

Montant global du projet: 157'150 CHF

Statut: Completed

2025

Are all luxury guests the same? :
Scientific paper ArODES
a benefit segmentation of 5-star hotel customers

Emmanuel Mele, Magali Dubosson, Roland Schegg

Journal of Hospitality and Tourism Insights,  8, 11, 39-54

Link to the publication

Summary:

Purpose: This research aims at identifying segments of luxury guests based on the benefits they seek when staying at 5-star hotels. The study also wants to investigate whether ethics and sustainability have a role in differentiating the segments. Design/methodology/approach: An online panel survey allowed the collection of 508 responses with participants from Switzerland that spent at least one night in a 5-star hotel between 2022 and 2023. The survey asked about perceived benefits, sustainable tourist behavior, preferred hotel green practices, trip-related factors and socio-demographics. Hierarchical cluster analysis was employed to group participants on the benefits identified via exploratory factor analysis. The other variables were used for segment profiling. Findings : Results show the existence of three customer segments for 5-star hotels: the ethical enthusiast, the unconcerned aesthete and the practical connoisseur. These differ in the importance they assign to ethical, social and symbolic benefits, as well as functional service benefits. The relevance of sustainability in the luxury hotel experience is stronger for the ethical enthusiast. Practical implications: Luxury hotel managers should highlight sustainable practices on social media to attract ethical enthusiasts. In addition, marketing content customization should be used to appeal to the benefits and profile of each identified segment. Originality/value: This is the first study that provides a benefit segmentation of luxury hotel guests, and it is also the first research that considers the role of sustainability and ethics in differentiating these customers.

2024

Nachhaltiger Luxus - geht das?
Professional paper ArODES

Aloys Bezinge, Magali Dubosson, Emanuele Mele, Roland Schegg

HTR Hotel-Revue,  2024, p. 54

Link to the publication

Summary:

Im Dezember 2023 haben Forschende der HES-SO Valais-Wallis und der Hochschule für Wirtschaft in Freiburg Schweizer Gäste der 5-Sterne-Hotellerie zum Thema Nachhaltigkeit befragt. Das Ergebnis ist paradox.

Are all luxury guests the same? A benefit segmentation of 5-star hotel customers
Scientific paper

Mele Emanuele, Dubosson Magali, Schegg Roland

Journal of Hospitality and Tourism Insights, 2024

2023

New challenges on waiting lines and servicescapes during the Covid-19 pandemic
Scientific paper ArODES

Emanuele Meier, Magali Dubosson

American journal of management,  2023, vol. 23, n° 1, pp. 135-150

Link to the publication

Summary:

The organisational constraints imposed on servicescapes during the Covid have had dramatic consequences for both retailers and consumers. On the one hand, the need to reduce congestion imposed new regulations, such as the “maximum number of customers per store,” had a significant impact on the length, duration, and location of queues. On the other hand, the fear of the contagion has changed the way we appropriate physical spaces. Customers respond to adverse conditions abandoning or avoiding the queue when situations and other customers’ behaviours do not match their expectations. Behaviours appear to be directly related to objective and perceived risk.

De l’initiative solidaire et éphémère Kariyon à une nouvelle façon de consommer
Scientific paper ArODES

Magali Dubosson, Laurence Casagrande-Caille

Revue internationale de cas de gestion,  2023, 21, 1, 1-15

Link to the publication

Summary:

Juin 2022. Oliver Price, co-fondateur de Kariyon, sort perplexe d’une réunion organisée par l’État de Fribourg, en Suisse, avec des acteurs de l’économie locale. Cette réunion devait porter sur la filière agroalimentaire régionale, mais la discussion avait surtout tourné autour des nouveaux comportements des consommateurs qui avaient émergé lors de la pandémie de la COVID-19. Après la crise, on s’attendait à ce que le consommateur moyen revienne très vite à ses anciennes habitudes : il revient au supermarché, il se précipite en France ou en Allemagne pour faire ses courses dès l’ouverture des frontières, bref, il ne semble motivé que par les prix et la facilité. Si c’est vrai, se dit Oliver Price, que deviendra Kariyon3, sa plateforme Web de soutien aux commerces et services locaux ? Le consommateur n’aura-t-il rien appris de cette crise sanitaire ? Que restera-t-il de ce magnifique élan de solidarité ? Oliver Price est pourtant convaincu qu’il existe là une réelle occasion de favoriser une économie plus locale et plus responsable.

2022

Early detection of human-related risks in an increasingly digitized work environment
Scientific paper ArODES

Magali Dubosson, Emmanuel Fragnière, Samuele Meier

Digital Transformation and Society,  2022, vol. 1, no. 1, pp. 48-65

Link to the publication

Summary:

Purpose – Human-related risks are practices in a given organization that lead to harmful behaviors that prevent managers and their teams from achieving goals. The purpose of this article is to enable the organization to provide a preventive and simple response to risks in the event that deterioration in employee well-being is detected. Design/methodology/approach – In the literature, many questionnaires based on a variety of metrics have been developed and tested to measure and assess the quality of work life (e.g. stress, commitment, satisfaction, etc.). The approach of this study was to identify the most meaningful items and combine them into a unique score integrated into an effective decision-making module. Findings – A long process of trial and error was necessary to collect confidential information from employees, both anonymously and longitudinally, to measure well-being in the workplace objectively and globally. The unique score generated provides an indication of potential human risk. Research limitations/implications – This research and its practical implementation have demonstrated the importance of personal-data protection and the need to work harder to maintain employees’ digital trust while using a digitized tool. Practical implications – Development of a new app that was used for the first time to regularly assess illbeing in several companies. Social implications – The social implication of this research is to contribute to health policies related to wellbeing in the workplace. Originality/value – To the authors’ knowledge, this is the first time that a software module measuring the human risk of an entire company has been embedded in Enterprise Risk Management (ERM).

2020

Favoriser la "co-socialisation" entre le patient et l’infirmière pour atténuer les risques de la numérisation des services de santé
Scientific paper ArODES

Magali Dubosson, Emmanuel Fragnière, Anne-Sylvaine Héritier, Samuele Meier, Charles Wainwirght

European Review of Service Economics and Management,  2020, vol. 2, no 10, pp. 109-131

Link to the publication

Summary:

The digitalization of services has also affected the practice of hospital care, particularly among nurses. In this study, we applied the focus group method with an exploratory aim among practicing students in nursing to see if the digitalization of administrative processes in hospitals was having an impact on their usual operating modes for treating patients. The collected data shows a disconnection between the difficulties evoked by the nursing staff in regard to exercising their profession and the digitalization of processes. Following these observations, we propose a new theoretical model based on the SECI (socialization, externalization, combination, internalization) knowledge creation model. As the patient is co-producer of the service, our conceptual model consists of coupling the “SECI loop” of the patient with the “SECI loop” of the nurse at the level of the socialization stage.

Facteurs endogènes et exogènes contribuant à un déni individuel des risques humains liés à la digitalisation du travail
Scientific paper ArODES

Magali Dubosson, Emmanuel Fragnière, Emanuele Meier, Denis Rochat

Revue Psychanalyse Management,  2019, no 1, pp. 65-79

Link to the publication

Summary:

Les technologies de la digitalisation, et l'IA en particulier, impactent profondément les postes dans leur nombre et leur contenu. Le futur recèle d'incertitudes et de risques pour les employés. Cependant ceux-ci restent étonnamment positifs, voire trop optimistes. Dans une recherche qualitative de 62 entretiens, on observe que les risques et les résistances sont identifiés, mais cela concerne les autres, pas soi-même ! Ceci est dû à des facteurs endogènes attribuables au contexte d'entreprise, comme le manque de communication et la formation, et à des facteurs endogènes comme le biais d'optimisme comparatif. Ces facteurs sont importants dans la réduction des potentiels risques humains associés à une réalité future moins positive qu'attendue.

Confusion between artificial intelligence and digitisation at work :
Scientific paper ArODES
ignorance or blind trust?

Magali Dubosson, Emmanuel Fragnière, Denis Rochat, Marshall Sitten, Eric Berdeaux

European Review of Service Economics and Management,  2020, vol. 1, no. 9, pp. 97-118

Link to the publication

Summary:

AI is currently largely integrated into the production processes of products/services. Its adoption is not in question. While functional and economic benefits are considered, the impact on employees is not discussed. In 2018, we conducted 62 semi-directive interviews with employees working in French-speaking Switzerland. Our respondents are optimistic and do not fear that their expertise will be replaced by even intelligent robots. The negative impacts could therefore generate cognitive dissonance that could lead to human risks. It is disturbing to note that the implementation of AI and other digitisation technologies is managed as if it were a computer upgrade. When this does not work, the employees involved must take charge of the problems and their resolution, without being prepared or having the necessary resources.

2019

Integration of a human risk module into a risk management software
Scientific paper ArODES

Magali Dubosson, Emmanuel Fragnière, Nathalie Junod, Samuele Meier, Sacha Varone, Arnaud Fournier

Informatica economica,  2019, vol. 23, no. 3, pp. 5-15

Link to the publication

Summary:

In the scientific literature and in practice, many questionnaires based on a myriad of measures have been designed and tested to measure and evaluate perceived work stress or employee involvement. The objective of our research is to identify the most significant elements of human risks and to combine them into a single score at the level of teams and departments. Indeed, for companies, what really matters are the stress or dissatisfaction factors that lead to harmful behavior that prevent managers and their teams from achieving their objectives. Based on this research, we are developing a module that will be incorporated into the Oxial software and will also be available as a stand-alone module. This module will collect and analyze the data to calculate a single score measuring the level of human risk. This aspect is very innovative, because no risk management software currently includes a module dedicated to human risks.

Perceived risks regarding the impact of digitalization on the future of work :
Scientific paper ArODES
towards a gap between the concerns of academics and workers' attitudes?

Magali Dubosson, Emmanuel Fragnière, Denis Rochat

European Review of Service Economics and Management = Revue européenne d’économie et management des services,  2019, vol. 1, no. 7, pp. 17-43

Link to the publication

Summary:

Thanks to digital technologies, place and time have become less important than ever before. Employees have become digital nomads, benefiting from this alleged increase in flexibility. However, little effort has been put forth to understand how they feel about this change. We led semi-directive interviews of people active in the economy of services in Geneva. The results highlight a gap between employees’ fears and feelings, and research interests that may lead to increased human-related risks.

2018

Developing a mutualized R&D for network organizations based on Living Lab methods :
Book chapter ArODES
the transformation of Sion military airport into a commercial airport

Emmanuel Fragnière, Benjamin Nanchen, Marine Héritier, Randolf Ramseyer, Magali Dubosson, Joelle Mastelic

Dans ENoLL, Research and innovation conference proceedings : open living lab days 2018  (Pp. 353-369). 2018,  Berlin : ENoLL

Link to the publication

Detecting customer queue "at-risk" behaviors based on ethograms to minimize overall service dissatisfaction
Book chapter ArODES

Magali Dubosson, Emmanuel Fragnière, Nathalie Junod, Bettina Willaerts

ICSOC : International Conference on Service-Oriented Computing Service-Oriented Computing – ICSOC 2017 Workshops : ASOCA, ISyCC, WESOACS, and Satellite Events, Málaga, Spain, November 13–16, 2017, Revised Selected Papers  (pp. 18-29). 2018,  Cham : Springer

Link to the publication

Summary:

Every service encounter corresponds to a “queue network” in which a system of waiting lines is connected to servers. We posit that each production service type (e.g., restaurant, airport) requires an adapted queue design in order to maximize attributes salient to customers (i.e., their primary elements of per-ceived value) in today’s globalized service environment. While the queues have been studied from many angles, a scientific contribution based on a human ethol-ogy approach proposing the early identification of “at-risk” behaviors to regulate queue dynamics seems to be novel. To remedy this shortcoming, the large-scale food distribution sector has been chosen for the application of a naturalistic ob-servation approach to describe in detail the behavior of customer queues. Sixteen immersion episodes were conducted in the months between May and June 2016. Using RQDA, we analyzed the immersion transcripts and identified typical cus-tomer queue behavioral patterns. Then, we developed an ethogram containing what we considered to be “at-risk” queue behaviors. This ethogram can ulti-mately be used as an anticipatory indicator in the context of feedforward man-agement controls. Feedforward control, as opposed to classical feedback con-trols, is based on the early detection of risks and the implementation of mitigation before damage occurs. While this approach requires human attention and exper-tise (which can be quite expensive and labor-intensive), there is also potential for human ethology to assist managers with supportive or complementary automa-tion. Indeed, the factual description of behaviors contained in our ethogram can easily be coded with modern technology like facial expression and body recog-nition technologies.

2017

Pourquoi et comment faire appel à une étude de cas «locale» pour évaluer la mise en pratique des connaissances théoriques par les étudiants ?
Book chapter ArODES

Magali Dubosson, Marilyne Pasquier, Gaby Probst

Regards d’enseignants sur l’évaluation des apprentissages dans l’enseignement supérieur professionnalisant  (18 p.). 2017,  [S.l.] : De Boeck

Link to the publication

Exploring occupational stress in the Swiss wealth management sector :
Scientific paper ArODES
how could human risk lead to value destruction

Magali Dubosson, Emmanuel Fragnière, Marilyne Pasquier, Cyrille Reynard

European review of service economics and management,  2017, vol. 1, no. 3, pp. 17-45.

Link to the publication

Summary:

Service processes rely on the well-being of employees to ensure proper value creation. The paper posits that the link between well-being and value creation can be studied from a risk management perspective (i.e. ill-being and value destruction). Using an exploratory approach, it surveys the Geneva wealth management service sector, which is in crisis. Based on this fieldwork we developed a model where human risks lead to ill-being and value destruction including a “human risk–value destruction loop”.

2015

The forum community, the connectivist element of an xMOOC
Scientific paper ArODES

Magali Dubosson, Sabine Emad

Universal journal of educational research,

Link to the publication

Summary:

One of the fastest growing approaches to teaching and learning in the new digital paradigm is the use of Massive Open Online Courses (MOOCs). They are categorised either as cMOOCs following a connectivist approach, or as xMOOCs based on behaviourist principles. However, in xMOOC environments, forums may play a real connectivist role if they are functioning as a community. This paper builds on the criteria of Herring (2004) in order to determine the existence and dynamics of a community. Forum participants, in a connectivist approach, create knowledge together by requesting help, answering questions, discussing concepts and techniques, and suggesting applications and additional learning material. This research questions the existence of a clear distinction between cMOOCs and xMOOCs. It was also observed that gender roles in STEM classes are replicated online. Online teaching nowadays is no longer based on one-way processes but includes users in multi-way processes. These dynamics may be effective in ensuring a strong and well-functioning learning community.

2009

The consequences of information overload in knowledge based service economies : an empirical research conducted in Geneva
Scientific paper ArODES

Magali Dubosson, Emmanuel Fragnière

Service science, 2009, vol. 1, no. 1, p. 56-60,

Link to the publication

Wealth management "manufacturing" : delivering more value ?
Scientific paper ArODES

Magali Dubosson, Emmanuel Fragnière, Nils S. Tuchschmid

The journal of wealth management, 2009, vol. 11, no. 4, p. 48-59,

Link to the publication

Identifying and mitigating perceived risks in the bank service chain : a new formalization effort to address the intangible and heterogeneous natures of knowledge-based services
Book chapter ArODES

Magali Dubosson, Emmanuel Fragnière

In : GREGORIOU, Greg N. (ed.) Operational risk toward Basel III : best practices and issues in modeling, management, and regulation. - Hoboken : J. Wiley, p. 97-114. 2009

Link to the publication

Vers le web 2.0 comme un nouveau canal de distribution et de communication pour une marque de montres de luxe
Professional paper ArODES

Alexandra Broillet, Magali Dubosson, Jean-Philippe Trabichet

In : ZORIK, Kalust, COURVOISIER, François. La communication horlogère : stratégies et nouvelles technologies. Le Mont-sur-Lausanne : LEP, 2009. P. 35-50,

Link to the publication

2008

Analyzing Web 2.0 Internet users in order to drive innovation in distribution strategy of luxury watches : a netnography analysis
Report ArODES

Alexandra Broillet, Magali Dubosson

Genève : Haute école de gestion de Genève, 2008. 12 p. Cahier de recherche no HES-SO/HEG-GE/C--08/6/1--CH

Link to the publication

The pricing of knowledge-based services : insights from the environmental sciences
Scientific paper ArODES

Joëlle Debely, Magali Dubosson, Emmanuel Fragnière

Journal of services research, February 2008, p. 167-181,

Link to the publication

Luxury e-services at the pre- and after-sales stages of the decision making process : watch, car, art and travel blogs analysis
Report ArODES

Alexandra Broillet, Magali Dubosson

Genève : Haute école de gestion de Genève, 2008. 16 p. Cahier de recherche no HES-SO/HEG-GE/C--08/7/1--CH

Link to the publication

A control system designed to address the intangible nature of service risks
Report ArODES

Magali Dubosson, Emmanuel Fragnière, Bernard Milliet

Genève : Haute école de gestion de Genève, 2008. 13 p. Cahier de recherche no HES-SO/HEG-GE/C--08/4/1--CH

Link to the publication

2007

The travel agent : delivering more value by becoming an operational risk manager
Report ArODES

Emmanuel Fragnière, Magali Dubosson, Joëlle Debely

Genève : Haute école de gestion de Genève, 2007. 25 p. Cahier de recherche no HES-SO/HEG-GE/C--07/2/1--CH

Link to the publication

The consequences of information overload in knowledge based service economies
Report ArODES

Joëlle Debely, Magali Dubosson, Emmanuel Fragnière

Genève : Haute école de gestionde Genève, 2007. 12 p. Cahier de recherche no HES-SO/HEG-GE/C--07/3/1--CH

Link to the publication

Les discours d'une marque de montres de luxe : proposition d'un modèle
Book chapter ArODES

Alexandra Broillet, Magali Dubosson

In : ZORIK, Kalust, COURVOISIER, François. La culture horlogère : art, industrie, marketing. Neuchâtel : JIMH, 2007. P. 107-129. 2007

Link to the publication

Journée de la recherche HEG 2007
Report ArODES

Catherine Equey, Jean Tuberosa, Philippe Dugerdil, Sébastien Jossi, Giuseppe Catenazzo, Jennifer D'Urso, Emmanuel Fragnière, Nicolas Bugnon, René Schneider, Sazzadul Alam, Florence Muet, David Kony, Javier Belmonte, Alexandra Broillet, Magali Dubosson

Genève : Haute école de gestion de Genève, 2007. 56 p. Cahier de recherche no HES-SO/HEG-GE/C--07/5/1--CH

Link to the publication

2006

L'eau de boisson : aspects logistiques et attitude du consommateur
Report ArODES

Jennifer D'Urso, Magali Dubosson, Emmanuel Fragnière

Genève : Haute école de gestion de Genève, 2006. 17 p. Cahier de recherche no HES-SO/HEG-GE/C--06/4/1--CH

Link to the publication

The pricing of the knowledge-based services : insight from the environmental sciences
Report ArODES

Joëlle Debely, Magali Dubosson, Emmanuel Fragnière

Genève: Haute école de gestion de Genève, 2006. 16 p. Cahier de recherche HES-SO/HEG-GE/C--06/13/1--CH

Link to the publication

La gestion publique de l'eau en Suisse
Report ArODES

Jennifer D'Urso, Magali Dubosson, Emmanuel Fragnière

Genève : Haute école de gestion de Genève, 2006. 11 p. Cahier de recherche no HES-SO/HEG-GE/C--06/5/1--CH

Link to the publication

2024

Risk denial in the age of AI :
Conference ArODES
a counterfactual approach

Emmanuel Fragnière, Magali Dubosson, Samuele Meier

Proceedings of 34th RESER International Conference

Link to the conference

Personal health vs. collective safety :
Conference ArODES
how COVID-19 reshaped servicescape behavior

Emanuele Meier, Magali Dubosson, Emmanuel Fragnière

Proceedings of 34th RESER International Conference

Link to the conference

Tensions and transitions :
Conference ArODES
implementing the degrowth paradigm in traditional business models

Magali Dubosson, Julien Kervio

Proceedings of 34th RESER International Conference

Link to the conference

From awareness to action :
Conference ArODES
industrial tours as catalysts

Magali Dubosson, Samuele Meier, Sabine Emad

Proceedings of Geneve & Fribourg Entrepreneurship Forum

Link to the conference

Aligning luxury and sustainability :
Conference ArODES
insights from swiss 5-star hotel guests

Luisa Ehrenzeller, Emanuele Mele, Magali Dubosson, Roland Schegg

CBTS 2024 - Transforming tourism through more sustainable consumer behaviour

Link to the conference

Understanding the notion of polycrisis :
Conference ArODES
insights from the labour market of Western Switzerland

Magali Dubosson, Emmanuel Fragnière, Denis Rochat

Proceedings of the finance, marketing, and operations for sustainable business 2024 research conference

Link to the conference

Summary:

Polycrisis refers to the simultaneous occurrence multiple crises within a society or system. This concept underscores the necessity for holistic and systemic strategies to tackle interconnected challenges and foster resilience and sustainability. Companies' responses to polycrisis can diverge significantly, depending upon their capacity to adjust to the dynamic and interconnected nature of the various crises they are facing. In order to understand whether the concept of polycrisis is already well understood and rooted in the labour market, we conducted a qualitative field survey of around forty-two individuals active in the labour market in French-speaking Switzerland in September 2023. In addition to highlighting the main recurring challenges faced by companies operating in French-speaking Switzerland, these in-depth interviews revealed a certain degree of awareness of the emergence of simultaneous crisis situations and their interconnections. The Covid health crisis, supply problems, inflationary pressures and labour market tensions have made companies aware of the need for greater discipline in risk planning, management and anticipation. Companies in French-speaking Switzerland are aware of the need to adopt more flexible and agile organisational methods in order to increase their degree of resilience. However, very few of them seem to be capable of putting in place global strategies enabling a holistic approach to the management of multiple and simultaneous risks. They only take concrete actions to respond appropriately to each of these different challenges individually. This awareness is still not being matched by concrete action.

From promise to perception :
Conference ArODES
a scholarly journey into the essence of European industrial tourism

Magali Dubosson, Samuele Meier, Sabine Emad

Proceedings of the 53rd Annual conference of the european marketing academy

Link to the conference

Summary:

This scholarly inquiry delves into the nuanced domain of industrial tourism, specifically scrutinizing company visits as a distinctive facet within the European tourism sector. Methodologically grounded in qualitative analysis, the study comprehensively examines 14 prominent European enterprises. Employing rigorous investigation of both official online representations and TripAdvisor reviews, the research elucidates the pivotal elements that contribute substantively to the visitor experience. Noteworthy findings encompass a pronounced emphasis on multisensory engagement, architectural valorization, co-creation dynamics, tangible experiences, individualization, and effective scenarization. The study also rigorously examines the confluence between articulated promises on official platforms and the nuanced perceptions articulated by visitors on TripAdvisor. The resultant construct, E.V.A.D.I.S., encapsulates the fundamental constituents shaping a profound and enriched industrial tourism experience, thereby augmenting the scholarly discourse on experiential tourism and offering actionable insights for industry stakeholders.

Perception of inclusion of special needs children among pupils, parents, educators and staff in inclusive and non-inclusive private and public schools in Lebanon
Conference ArODES

Sabine Emad, Michèle Kosremelli Asmar, Magali Dubosson

Proceedings of the 18th International technology, education and development conference

Link to the conference

Summary:

This paper aims at reporting on an exploratory research to understand the perception of inclusion of special needs children among pupils, parents, educators and administrative staff in Lebanese schools. Lebanon places good efforts on promoting inclusive education in schools, as per legislation like Law 220/2000, emphasizing integration of disabled individuals into communities. However, schools are not mandated to accept special needs pupils, creating variability in support. Only a handful of Lebanese schools accommodate special needs pupils, mostly private institutions. Families shoulder additional costs, limiting access due to financial constraints in a country where many earned, already before 2019, less than 10,000 dollars annually. It can cost more than 100K dollars to send 2 children to school over 4 years (i.e. 12500 $ per child per year), which restricts such a service to very few. This paper focuses on the Lebanese situation but is it worth mentioning that the Middle East & North Africa (MENA) region faces similar challenges, evident from data reflecting inadequate schooling for disabled children. Focus group with special needs pupils, non-special needs pupils, parents of special needs pupils, parents of non-special needs pupils, school administrative staff and educators in private and public, inclusive and non-inclusive schools. Results show that all parties demand better qualified resources, awareness, and understanding for inclusion, while divergence exists in acceptance, perceptions, and overcoming hurdles across educational settings. Further post 2019 economic crisis research is needed.

2023

On the expected role of public authorities to support the achievement of sustainable development goals
Conference ArODES

Magali Dubosson, Emmanuel Fragnière, Denis Rochat

Proceedings of the 33th RESER International Conference

Link to the conference

Summary:

In this article, we present the results of a qualitative survey based on semi-structured interviews administered to 60 citizens of the French-speaking part of Switzerland to determine their attitudes, behavior, and expectations concerning sustainable development. The study sheds light on what individ-uals think about the impact of their own behavior, their efforts in sustainable development, and the role they expect private companies and public author-ities to play in this area. On the one side, they are becoming aware of the growing power they can wield over private companies to force them to make substantial efforts and, above all, to prevent them from greenwashing. On the other side, they are also very clear about the role expected of public authorities. They don't rely solely on public authorities to establish a legal framework to govern and oversee private companies' carbon emissions. They also anticipate public services to establish a framework that encour-ages greater transparency in communication regarding this matter. This transparency will help consumers make more informed decisions aligned with environmental concerns and empower them to play an active role in driving change, rather than being passive observers. This is an expectation that they are also clearly expressing to better understand the impact of the digitalization efforts they are making individually and within their company.

Towards a sense of moral guilt-freeing in crisis situations :
Conference ArODES
learning from an exploratory survey post COVID-19 pandemic in French-speaking Switzerland

Denis Rochat, Magali Dubosson, Emmanuel Fragnière

Proceedings of the 33rd International RESER Conference

Link to the conference

Summary:

As part of this research, we conducted a qualitative survey based on 54 semi-structured interviews to find out how French-speaking Swiss residents have changed or are willing to modify their tourism behaviors following the Covid-19 sanitary crisis. As well as identifying opportunities for tactical ad-aptations to tourism packages for short stays in Switzerland or long stays abroad, our survey highlights that the emergence of crises provokes a feel-ing of moral guiltlessness in the face of major public issues. This result raises the question of the appropriate strategy to adopt by the public author-ities in the face of the observed emergence of polycrises.

Creating lasting impressions :
Conference ArODES
a new framework for experiential company visits

Magali Dubosson, Samuele Meier, Sabine Emad

Proceedings of the 33rd International RESER Conference

Link to the conference

Summary:

This research focuses on the growing trend of company visits as experien-tial opportunities. It aims to thoroughly comprehend these "company visit" experiences by evaluating dimensions such as product dramatization and aligning them with the Experience Economy paradigm. By examining 14 European and Swiss companies through online sources, it identifies fac-tors influencing visitor experiences, emphasizing discrepancies in ex-pected versus actual sensory stimulation, especially taste and sight. The study categorizes these visits based on manufacturing authenticity and personalized human interactions. It identifies positive and negative ele-ments affecting visitor experiences, emphasizing the significance of the factory store, product testing, employees, guides, and information. Ulti-mately, this research contributes to understanding how to create memora-ble company visit experiences and suggests future paths for research in experience design and sensory impact.

2022

Détection précoce des risques humains :
Conference ArODES
une étude de cas Suisse

Samuele Meier, Magali Dubosson, Emmanuel Fragnière

Actes de la 5e journée interdisciplinaire de recherche sur les décisions des consommateurs

Link to the conference

Summary:

Les risques liés à l’humain dans une organisation conduisent à des comportements nuisibles qui empêchent les managers et leurs équipes d'atteindre leurs objectifs. Cet article présente une étude de cas décrivant l’initiative d’une organisation qui a mis en oeuvre une réponse préventive et simple aux risques par une détection précoce d’une éventuelle détérioration du bien-être des employés. Dans la littérature et dans la pratique, de nombreux questionnaires composés d’une myriade de paramètres ont été développés et testés pour mesurer et évaluer différents aspects liés au bien-être des employés au travail. Dans le cadre de nos recherches et par le biais de méthodes statistiques, nous avions identifié les facteurs les plus significatifs et nous les avions combinés en un score unique intégré dans un module de GRC. Pour que ce score unique de risque lié à l’humain soit pertinent, il était crucial de pouvoir recueillir des informations confidentielles auprès des employés, de manière anonyme et longitudinale afin d’assurer un monitoring objectif et global. Le test grandeur nature a démontré l'importance de la protection des données personnelles, la nécessité de garantir la confiance des employés dans un contexte numérique et l’utilité d’un processus de gestion du risque humain. A la connaissance des auteurs, aucun logiciel de mesure du risque humain intégré à une démarche de gestion des risques de l'entreprise (ERM) n’a été réalisé auparavant.

New challenges on waiting lines and servicescapes during the COVID-19 pandemic
Conference ArODES

Magali Dubosson, Emanuele Meier

Proceedings of the Frontiers in Service 2022

Link to the conference

Summary:

The influence of servicescapes on decision-making process and perceived overall quality satisfaction has long been studied by marketers (Szymkowiak, Gaczek, Jeganathan, & Kulawik, 2020). In these environments, queuing seemed to be an area mostly managed by documented methods and principles, i.e. in general, companies favor a relatively short, pleasant, and defined wait. But the COVID-19 pandemic and its various protection plans has shaken this clear-cut approach. The disruption of daily life, the new fears for physical and financial security, and the myriad of constraints enacted by governments have had dramatic consequences for both on retailers and consumers. All these impose new challenges on service organizations. On the one hand, the need to reduce crowding has enforced new regulations all over the world such as “maximum number of shoppers per store”, which have a significant impact on length, time (Perlman, & Yechiali, 2020) and location of waiting lines. On the other hand, the increased risk of contamination associated with crowded environments and increased physical proximity (Barr, 2020) reinforces feelings of discomfort associated with waiting (Nielson, 2020) and negative emotions such as stress or anger (Zayak, 2014). These psychological and affective states can lower the perceived level of service quality satisfaction and behavioral intentions (Lee, & Li, 2014). The new constraints on servicescapes challenges “old assumption” about their organization, particularly about the psychology of waiting lines (Maister, 1985). Immediate actions are needed to manage and reduce customer dissatisfaction and related costs. Moreover, the role of the retail space is increasingly questioned, as e-commerce is playing an increasingly dominant role in the marketplace. At the time of writing this contribution the fifth wave of COVID-19 is hitting Europe just before the Christmas holiday season, which represents the annual business peak. In these conditions, we have conducted our study on the impact of pandemic on waiting lines. The effects on customers' affective and psychological states influencing the experience and ultimately their satisfaction and loyalty are studied on the basis of direct behavioral observations (i.e. behavioral and subjective indications of discomfort) and interviews with queuing customers. Customers respond to adverse conditions by behaving aggressively, abandoning the queue or avoiding the queue when queues and other customers' behaviors do not match their expectations. Social distancing is compromised as customers prefer their own sense of proper interpersonal proximity. Behaviors appear to be directly related to perceived risks (or lack of it) (i.e., temporal, psychological, procedural, and physical).

2021

Les acteurs locaux de la filière agro-alimentaire et les consommateurs n’ont pas vraiment tiré de leçons de la crise liée à la Covid-19
Conference ArODES

Magali Dubosson, Sabine Emad, Samuele Meier, Emmanuel Fragnière, Dominique Marguerat

Actes de la 4ème Journée Interdisciplinaire de Recherche sur les Décisions des Consommateurs (JIRDC), Paris, France, 23 novembre 2021

Link to the conference

Summary:

Malgré une forte augmentation des achats de produits locaux au plus fort de la crise liée à la Covid-19, tout est revenu à la normale au déconfinement. Une étude effectuée sur près de 2000 consommateurs* observait pourtant que les consommateurs avaient modifié leurs comportements et qu’ils souhaitaient faire perdurer ces changements, avec une différence significative en fonction des revenus et de la sensibilité au prix. Une étude qualitative* auprès des acteurs locaux de l’agro-alimentaire a mis en évidence le rôle des émotions et du temps pour expliquer l’engouement envers les produits locaux pendant le confinement. En fin de compte, si les consommateurs ont le choix, ils privilégient le prix et la disponibilité des produits au grand dam des producteurs et distributeurs locaux. Alors peut-on concilier les points de vue producteurs et consommateurs en une seule communauté d'intérêts durables ? Le prix, le temps et la communication apparaissent comme les éléments de réponse à ne pas négliger.

Defusing psychosocial risks :
Conference ArODES
development of a detection system

Samuele Meier, Magali Dubosson, Emmanuel Fragnière, Arnaud Fournier

Proceedings of the 31th RESER conference

Link to the conference

Measuring real time occupational stress in organizations via a digitalized risk management app
Conference ArODES

Magali Dubosson, Emmanuel Fragnière, Arnaud Fournier, Samuele Meier, Sacha Varone

Education, research and business technologies : proceedings of 20th International Conference on Informatics in Economy (IE 2021)

Link to the conference

Summary:

Various studies (e.g., European Agency for Safety and Health at Work, 2007) have shown the highly detrimental effects of toxic environments on human health and organizational performance. For organizations, the implication about stress is that it leads to harmful behaviors that prevent managers and their teams from achieving goals. In the literature, many questionnaires based on a variety of metrics have been developed and tested to measure and assess the quality of work life (i.e., stress, organizational justice, etc.). The goal of our original research was to identify the most meaningful items and combine them into a unique score and an effective decision-making module. In this new paper, we report on the development of a new app that we developed and used for the first time to regularly take a kind of temperature of job stress in two companies. A long process of trial and error was necessary to be able to collect very confidential information from employees, both anonymously and longitudinally, to measure human risk in the workplace objectively and globally. As a next step, our goal is for the organization to be able to provide a preventive risk response in case of identification of deterioration of occupational stress.

The citizen journey map to promote the notion of universal design in the digitalisation of democratic processes
Conference ArODES

Magali Dubosson, Randolf Ramseyer, Antoine Widmer, Blaise Larpin, Emmanuel Fragnière

Proceedings of the 19th International Conference e-Society

Link to the conference

Summary:

In this research, we have created a new model called "Citizen Journey Map" by analogy to the "Customer Journey Map" in the context of a voting "digital experience". In order to properly design the citizen's digital journey, it is indeed crucial to understand the cultural and socio-demographic characteristics of the Swiss population and to consider all the stages of the various operational processes leading up to the vote (official announcement of the subject of the vote, opinion formation, role of the media and political parties, social networks, etc.). On the basis of these characteristics identified by field surveys, it is possible, thanks to the possibilities offered by digitization, to apply the principles of universal (or integrative) design and thus take into account the vulnerabilities of the entire population. As a case study here, we concentrate on one part of this citizen journey, which is the reading of the official voting documentation. This reading is all the more difficult for those who are voting for the first time, especially young voters, and those who do not master the national languages (French, German, Italian) perfectly. Digitization helps the reading, via a simple mobile phone or a tablet, by a so-called "augmented reality" process. The official document is thus "increased" or completed by a series of definitions, diagrams, translations, pictograms, etc. that allow a dynamic and simplified reading. This app contributes to civic engagement by promoting political knowledge co-creation. This is an in-progress research since the full-scale experiment that we intended to realize in 2020 has been postponed due the Covid.

The reason why public services lag behind the private sector in terms of sustainable development (SD) :
Conference ArODES
an exploratory research conducted in the Swiss service economy

Magali Dubosson, Emmanuel Fragnière, Denis Rochat

Proceedings of the 30th RESER international congress

Link to the conference

Summary:

Without even the present restrictive laws imposed on companies to promote sustainable development, consumers are now aware of the impact they can have on the behavior of companies. What is quite paradoxical, in terms of regulations, public organizations are generally more inclined to adopt laws on sustainable development through the law makers, but do not take advantage of public pressure to better contribute to sustainable development. As part of this research, we conducted a qualitative survey based on 65 semi-structured interviews with assets, about a third of whom work in the public sector, to find out their attitudes and behavior of their organization in relation to sustainable development. Our survey confirms that the awareness of the role that each employee can play within their company is there and that it is important to act, but that the actual action is not yet being taken. This ongoing research will then compare the profiles of private and public sector employees to see why the public sector seems to be lagging behind.

2020

Selfies as a means of controlling students as interviewers in a Market research course project at a Swiss University
Conference ArODES

Magali Dubosson, Sabine Emad

Proceedings of the 44th Annual Marketing Educators’ Association Conference 2020

Link to the conference

Summary:

Students of a market research course project at a Swiss university were asked to take a selfie with their respondents as a control method. Students and interviewee perceptions, as well as selfies, were analyzed. The analysis of the students’ perception shows that it is much more positive when the request is well explained. The respondents’ perception appeared to be more positive than the students’, especially when the respondents were younger and reassured on the fact that the photo would remain anonymous. Although many interviewees did not mind having their face clearly identifiable on the photo, most of them preferred to have their face hidden.

2019

Determining the main variables to measure human risk in organizations :
Conference ArODES
a quantitative survey conducted in Switzerland

Magali Dubosson, Emmanuel Fragnière, Samuele Meier, Sacha Varone, Eric Berdeaux

Proceedings of the 10th International Research Symposium in Service Management

Link to the conference

Summary:

Research on questionnaires to measure variables related to work experience is abundant. However, these questionnaires are mainly used for scientific validation purposes. In this paper, we aim to create a human risk questionnaire, although grounded on the scientific literature, containing solely a limited number of questions to measure on a regular basis a single human risk score within an organization. We present recent results based on different statistical tests (e.g. ANOVA, CHI-SQUARE and linear regression) of a quantitative survey aimed at finding out which dimensions work best for assessing Job Satisfaction and Pride. Findings are in line with the scientific literature and show first that Job Satisfaction and Pride are both strongly linked to Hierarchical Position. Second, Job Satisfaction is essentially linked to recognition and meaning at work, management attention to employee well-being. Third, Job Pride is essentially linked to the meaning employees find in work activities.

Vers une dissonance cognitive due à une mauvaise compréhension du potentiel de l'IA :
Conference ArODES
Etude des perceptions des employés en Suisse Romande

Magali Dubosson, Emmanuel Fragnière, Denis Rochat, Marshall Sitten, Eric Berdeaux

Actes de la journée de recherche & débats Excelia Group

Link to the conference

Summary:

Si les bénéfices fonctionnels et économiques de l’IA sont considérés, l’impact sur les employés n’est que très peu évoqué. En 2018, nous avons conduit 62 entretiens semi-directifs avec des employés travaillant en Suisse Romande. Nos répondants ne craignent pas que leur expertise soit remplacée par des robots, même intelligents. Ce risque existe pour les autres uniquement. Ils reconnaissent des impacts négatifs (stress, bugs, dévalorisation du travail, etc.) qui entrent en conflit avec des croyances positives. Cette situation de dissonance cognitive pourrait être génératrice de risques humains en entreprise, due essentiellement à une mauvaise compréhension de l’IA et de son potentiel. Le manque de communication pro-active de l’entreprise ne vient que renforcer cette situation à haut risque.

The emerging and uncontested digitalization of services could lead to cognitive dissonance due to a misunderstanding of the new role of artificial intelligence at work :
Conference ArODES
an empirical study conducted in Switzerland

Magali Dubosson, Emmanuel Fragnière, Denis Rochat, Marshall Sitten, Eric Berdeaux

Proceedings of the XXIX International RESER Conference 2019

Link to the conference

Summary:

AI enjoys a form of widespread adoption in all service sectors and is rarely questioned. In 2018, we conducted 62 semi-directive interviews with em-ployees in the service sector in French-speaking Switzerland to learn what they thought about the impact of digitalization and AI on their work. We see that employees do not make a distinction between AI and digitalization. Therefore, their own jobs are not at risk because their expertise cannot be replaced. It is also troubling to note that each digitalization at work is merely seen as a software upgrade that it is not accompanied by change manage-ment. It is as if no limits were set, with the risk that when digitisation does not work, the remaining employees will have to "take care of" the problems.

Fostering “co-socialization” to mitigate human related-risk and to counter growing dissatisfaction in an era of digitalization of health care services
Conference ArODES

Magali Dubosson, Emmanuel Fragnière, Anne-Sylvaine Héritier, Samuele Meier, Charles Wainwright

Proceedings of the XXIX International RESER Conference 2019

Link to the conference

Summary:

In the health care sector, human risks affect the quality of services and in-crease the occurence of dissatisfaction, health problems or demotivation. Our results show that technology does not mitigate those risks, but exacer-bates them. As digitalization is becoming prevalent, it is becoming more crucial to prevent them to happen. In a focus group with 10 nurses, partici-pants expressed their willingness to provide personal data if it is used to improve their work environment. We propose to digitalize implicit knowledge from the data provided by collaborators to create an explicit knowledge base of the level of human risk. Knowledge creation will be reinforced through patient-worker interaction, referred as a co-socialization process.

Digitized governance to mitigate human-related risks
Conference ArODES

Magali Dubosson, Emmanuel Fragnière, Nathalie Junod, Samuele Meier, Sacha Varone

Proceedings of the 18th International Conference on Informatics in Economy

Link to the conference

Summary:

Human workplace risk can be addressed as a business management risk and not only as a medical problem. According to Enterprise Risk Management (ERM), risk is what prevents the achievement of a business objective. The most famous ERM standards are COSO ERM and ISO 31000 and include all kinds of risk categories. However, no category specifically focuses on human risk as a business risk. Even though these risks are recognized by experts as significant risks, their identification at the global level of the company and especially their evaluation remain very complex. In this paper, we propose a brief literature review of models and questionnaires that make it possible to identify and probe these human risks at work. Our goal is to use proven scientific knowledge to create a regular, fast and ergonomic bottom-up data collection system to achieve an overall human risk score for companies. This score can then be integrated into an enterprise risk mapping and allow for better governance that also integrates human risks alongside more traditional risk categories such as operational, financial, strategic and compliance risks. The challenges of our research lie mainly in the relevant and simplified collection of company data and in the definition of an overall human risk score that will be based in a further research on advanced statistical methods.

Live case study writing as a teaching method for experiential learning :
Conference ArODES
are master students able to master it ?

Magali Dubosson, Sabine Emad, Maryline Pasquier

Proceedings of the 43rd Annual Marketing Educators’ Association Conference

Link to the conference

Summary:

Teaching through case studies is widely used by marketing and strategy instructors as it is a form of action learning that develops students’ hard and soft skills. However, case study writing has been far less used as a teaching method. This paper analyzes this teaching approach applied to a marketing course in a master program specialized in entrepreneurship. In this research, students were asked to write a case study based on a real life company facing a real life issue. They were also asked to prepare a teaching note to highlight the learning objective, suggest interesting questions to be asked during the case discussion, describe the issue and the lessons hat can be learned from the case study. Data has been collected from the summative and formal evaluation communicated to the students at the end of the class. These evaluations are made of quantitative assessments, based on a 1 to 5 scale and of qualitative comments meant to be argumentative.

2018

Perceived risks regarding the future of work in the aftermath of service digitalization :
Conference ArODES
an empirical study conducted in Switzerland

Magali Dubosson, Emmanuel Fragnière, Denis Rochat

Proceedings of the 28th RESER Conference

Link to the conference

Perceived risks regarding the future of work in the aftermath of service digitalization :
Conference ArODES
an empirical study conducted in Switzerland

Magali Dubosson, Emmanuel Fragnière, Denis Rochat

Proceedings of the 28th RESER Conference 2018

Link to the conference

Summary:

Thanks to digital technologies, place and time have become less important than ever before. Employees have become digital nomads and are sup-posedly benefiting from this alleged increase in flexibility. However, little effort has been put forth to understand in-depth how they feel about this change. We had the ambition to listen and capture the feelings of the av-erage employee, we led semi-directive interviews of people active in the economy of services in Geneva. The results of this survey highlight a need for employees to be better informed about the potential impact of digitali-zation on their individual life, work and social conditions. Otherwise growth creation could turn into more social exclusion and turmoil.

Specific needs based design of a housing and real estate observatory at the local level :
Conference ArODES
a conceptual framework

Marilyne Pasquier, Magali Dubosson, Laura Jan Du Chêne

Proceedings of the 28th RESER Conference 2018

Link to the conference

Summary:

To respond to the problem of matching housing supply and demand, a research project was conducted to assess the utility and finality of a housing and real estate observatory for the canton of Fribourg (Switzerland) as well as to propose potential directions for its design. At the end of the day, the observatory should meet the needs and expectations of the various stakeholders. The main challenge of this service delivery lies in the identification,collection, analysis and aggregation of relevant and useful information for action. The aim of this paper is to present key dimensions to be considered when designing a housing and real estate observatory dedicated to a local market and to the specific needs of its users/providers.

Exploring human-related risks in the higher education sector :
Conference ArODES
the case of marketing educators in Switzerland and France

Magali Dubosson, Samuele Meier

Proceedings of the 42nd Annual Marketing Educators’ Association Conference

Link to the conference

Summary:

As a service activity, the higher education sector may suffer from human-related risks such as absenteeism, burnout, and lack of engagement or faculty turnover. Previous researches have shown that managerial reforms led to an increase of the work-related demands and a decrease of resources.An exploratory research was conducted in the French-speaking part of Switzerland and in France in order to assess the levels of motivation, stress and workloads of marketing educators and to discover possible explanations of the observed human-related risks. Our findings show that teachers are still motivated by teaching and research activities. Working conditions are deteriorating due to high pressure on the outcomes and burdensome administrative constraints.

2017

Human risk and its relationship to value destruction through internal fraud :
Conference ArODES
a survey conducted in the Geneva banking sector

Magali Dubosson, Emmanuel Fragnière, Cyrille Reynard, Daniela De Palma

Proceedings of the 11th European Network for Research in Organisational and Accounting Change (ENROAC) Conference

Link to the conference

Summary:

In recent years, some significant cases of fraud have been noted in recent years in the Swiss banking sector. The consequences of these malicious acts involve many costs and a severe loss of image for the concerned banks. The purpose of our research is to identify the factors that cause employees to commit such acts that are harmful to their employers. In this paper, we attempt to validate, through statistical hypothesis testing, a model assuming that job resources and job demands lead to ill-being and ultimately to value destruction. We have conducted a quantitative survey to validate our primary assumptions. The questionnaire was administered in the banking sector of the Geneva Lake region during the year 2015. The sample size is 196. The main findings of this study indicate respondents generally perceived an additional workload and a reduction in their autonomy over the last five years. It also appears that they have suffered from stronger feelings of inequality. We can show through statistical hypothesis testing that the deterioration of these working conditions can lead to more internal fraud tolerance.

Students’ perception of the flipped classroom :
Conference ArODES
teaching consumer behavior and market research classes in two swiss universities

Magali Dubosson, Sabine Emad

Proceedings of the Conference Marketing Educators 2017

Link to the conference

Summary:

Marketing instructors have traditionally sought to use experiential and active learning methods in their teaching. The flipped classroom is a learner-centered innovative pedagogical approach that moves the delivery of class material outside the classroom to focus on collaborative activities during class sessions. This qualitative exploratory research aims at understanding how students perceive their experi ence and the outcome of flipped classroom marketing courses in two Swiss universities. The analysis shows mixed results depending on the student population involved, as well as on the format of the preparatory material provided.

A live-case lite approach as formative assessment
Conference ArODES

Magali Dubosson, Marilyne Pasquier

Proceedings of the Conference Marketing Educators 2017

Link to the conference

Summary:

Written case studies have been widely used in marketing. This method presents some shortcomings. We have suggested an approach employing a version of live case studies involving managers of a local company as formative evaluators contributing to an iterative and formalized formative assessment process. This approach may add some interesting features such as presenting a more relevant and realistic context to students as they are more likely to work in that sort of business in the future. It also helps students to deal with ambiguity inherent in business life by conducting a nonlinear, but iterative, learning process. Finally, this process allows the application and understanding of theoretical concepts.

Students’ perception of the flipped classroom :
Conference ArODES
teaching consumer behavior and market research classes in two Swiss Universities

Magali Dubosson, Sabine Emad

Proceedings of th 41st Annual Marketing Educators’ Association Conference 2017

Link to the conference

Summary:

Marketing instructors have traditionally sought to use experiential and active learning methods in their teaching. The flipped classroom is a learner-centered innovative pedagogical approach that moves the delivery of class material outside the classroom to focus on collaborative activities during class sessions. This qualitative exploratory research aims at understanding how students perceive their experience and the outcome of flipped classroom marketing courses in two Swiss universities. The analysis shows mixed results depending on the student population involved, as well as on the format of the preparatory material provided.

2016

How human risk could lead to value destruction in services :
Conference ArODES
an exploratory study about occupational stress in the Swiss wealth management sector

Magali Dubosson, Emmanuel Fragnière, Marilyne Pasquier, et al.

Proceedings of the 26th Annual RESER Conference

Link to the conference

Summary:

A service experience corresponds to a soci al process in which the “production” involves both a provider and a client. Th is production process relies on the well- being of them both to ensure proper value creation. We posit that the link between well-being and value creation can thus also be studied from the risk management perspective (i.e. “ill-being” and “value destruction”). We employed an explorato- ry approach to build new theory. The study focused on the Geneva wealth man- agement service sector, which is in crisis . The results suggest that human risks in- fluencing “job demands and resources” (JD- R model) lead to ill-being and value destruction.

The forum community, the connectivist element of a marketing xMOOC
Conference ArODES

Magali Dubosson, Sabine Emad

Proceedings of MEA 2016 conference

Link to the conference

Summary:

The marketing education community is well suited to be a leader in online education and the internet has proven a powerful tool in teaching a variety of marketing courses. Massive Open Online Courses (MOOCs) are one of the fastest growing approaches to teaching and learning in the new digital paradigm. They are categorized either as cMOOCs following a connectivist approach, or as xMOOCs based on behaviorist principles. In xMOOC environments, forums, if they function as a community, may however play a real connectivist role. This paper builds on the criteria of Herring (2004) in order to determine the existence and dynamics of a community in a Marketing MOOC. In a connectivist approach, forum participants request help, answer questions, discuss concepts and techniques and suggest application and additional learning material, thus co-creating knowledge. In today’s online teaching methods, users are included in multi-way processes which are not well accounted for in the literature often describing one-way processes. These dynamics may be key in ensuring a strong and well-functioning learning community. This research questions the existence of a clear distinction between cMOOCs and xMOOCs. It also observes that equal gender roles in marketing classes don’t seem to be replicated in MOOC environments, i.e. female participants appear to adopt lower profiles in MOOC forums.

The forum community :
Conference ArODES
the connectivist element of a marketing xMOOC

Magali Dubosson, Sabine Emad

Proceedings of the MEA 2016 Conference

Link to the conference

Summary:

The marketing education community is well suited to be a leader in online education and the internet has proven a powerful tool in teaching a variety of marketing courses. Massive Open Online Courses (MOOCs) are one of the fastest growing approaches to teaching and learning in the new digital paradigm. They are categorized either as cMOOCs following a connectivist approach, or as xMOOCs based on behaviorist principles. In xMOOC environments, forums, if they function as a community, may however play a real connectivist role. This paper builds on the criteria of Herring (2004) in order to determine the existence and dynamics of a community in a Marketing MOOC. In a connectivist approach, forum participants request help, answer questions, discuss concepts and techniques and suggest application and additional learning material, thus co-creating knowledge. In today’s online teaching methods, users are included in multi-way processes which are not well accounted for in the literature often describing one-way processes. These dynamics may be key in ensuring a strong and well-functioning learning community. This research questions the existence of a clear distinction between cMOOCs and xMOOCs. It also observes that equal gender roles in marketing classes don’t seem to be replicated in MOOC environments, i.e. female participants appear to adopt lower profiles in MOOC forums.

2015

Can any marketing instructor turn case studies into a gamified experience for students ?
Conference ArODES

Sabine Emad, Magali Dubosson

MEA 2015 Annual conference proceedings

Link to the conference

Summary:

Marketing educators often use case studies as it is a form of experiential learning. However, successful case-study teaching requires students to be prepared. Yet, research shows that students are becoming more and more reluctant to reading assigned class material and their motivation is lower when teaching is done with traditional media. Students have become the virtual generation who plays games every day and games can keep them motivated several hours at a time. But the development of teaching games is costly and instructors are reluctant to use games that have been developed by others as they rarely completely match their expectations and teaching styles. This paper describes two case studies showing that a marketing professor with no previous experience in Second Life and not particularly technology-savvy can gamify a case study into a sandbox virtual world.

2014

Video and course content discussion on Massive Open Online Courses : an exploratory research
Conference ArODES

Magali Dubosson, Alexandra Broillet, Sabine Emad, Constance Kampf

In: Proceedings of International Professional Communication Conference (IEEE IPCC), Pittsburg, USA, 13-15 october 2014. 9 p.

Link to the conference

2009

Service design needs for luxury e-commerce : an empirical study
Conference ArODES

Alexandra Broillet, Magali Dubosson, Sacha Varone

In : Proceedings of the 2009 IEEE/INFORMS International Conference on Service Operations, Logistics and Informatics, 2009, p. 244-248.

Link to the conference

2008

An Internet based distribution strategy of luxury products and services grounded on qualitative Web discourse analysis
Conference ArODES

Alexandra Broillet, Magali Dubosson, Jean-Philippe Trabichet

In : Proceedings of the 2008 IEEE International ProfessionalCommunication Conference, 13-16 July 2008, Montréal. Piscataway, NJ: IEEE, 2008. P. 1-7

Link to the conference

2006

A control system designed to address the intangible nature of service risks
Conference ArODES

Emmanuel Fragnière, Magali Dubosson, Bernard Milliet

In : IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI '06), 21-23 June 2006, Shangai. [Piscataway : IEEE Xplore, 2006]. P. 90-95

Link to the conference

The travel agent : delivering more value by becoming an operational risk manager
Conference ArODES

Emmanuel Fragnière, Magali Dubosson, Joëlle Debely

In : Proceedings of the 9th International Research Seminar in Service Management, May 30 - June 2 2006, La Londe les Maures. Aix-en-Provence : IAE, p. 178-203

Link to the conference

Achievements

Media and communication
Contact us
Follow the HES-SO
linkedin instagram facebook twitter youtube rss
univ-unita.eu www.eua.be swissuniversities.ch
Legal Notice
© 2021 - HES-SO.

HES-SO Rectorat