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Dubosson Magali

Professeure HES ordinaire/Responsable d'institut

Main skills

Professeure HES ordinaire/Responsable d'institut

Desktop: HEG 421

Haute école de gestion de Fribourg
Chemin du Musée 4, 1700 Fribourg, CH

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

2024

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 Balzli, 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

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

PEOPLE@HES-SO Directory and Skills inventory

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

Professeure HES ordinaire/Responsable d'institut

PEOPLE@HES-SO
Directory and Skills inventory