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PEOPLE@HES-SO – Annuaire et Répertoire des compétences
PEOPLE@HES-SO – Annuaire et Répertoire des compétences

PEOPLE@HES-SO
Annuaire et Répertoire des compétences

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Fragniere Emmanuel

Fragniere Emmanuel

Professeur-e HES Ordinaire

Compétences principales

Service Design

Analyse de risques

Tourism

Economie de l'énergie

Environmental economics

Optimisation de système énergétique

Ethnographie

  • Contact

  • Publications

  • Conférences

Contrat principal

Professeur-e HES Ordinaire

Bureau: TP151

HES-SO Valais-Wallis - Haute Ecole de Gestion
Route de la Plaine 2, Case postale 80, 3960 Sierre, CH
HEG - VS
Domaine
Economie et services
Filière principale
Tourisme
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2024

Pour une approche transdisciplinaire de co-innovation dans le domaine des technologies d'assistance
Chapitre de livre ArODES

Rafaël Weissbrodt, Benjamin Nanchen, Sarah Bovigny-Sandoz, Gaëtan Bussy, Emmanuel Fragnière, Jérôme Mizeret, Stéphane Rullac

Dans Bovigny-Sandoz, Sarah, Bussy, Gaëtan, Fragnière, Emmanuel, Mizeret, Jérôme, Nanchen, Benjamin, Rullac, Stéphane, Weissbrodt, Rafaël, Innovation Booster Technologie et Handicap : un dispositif, des personnes engagées et des projets pour une innovation sociale par la science  (pp. 65-78). 2024,  Montpellier : Association Sociographe

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Résumé:

Ce texte propose une réflexion sur l’importance de l’inclusion des personnes en situation de handicap (PSH) dans le développement de technologies d’assistance. Bien que les avancées technologiques offrent des perspectives prometteuses, il convient de dépasser une vision technocentrée et de privilégier une approche de co-innovation. Dans cet esprit, les lignes qui suivent présentent une approche transdisciplinaire développée dans le cadre du pro- gramme Innovation Booster Technologie et Handicap (IBTH). Cette proposition méthodologique implique la collaboration de différentes disciplines telles que l’ergonomie, l’anthropotechnologie, le travail social et les sciences de gestion. En plaçant les personnes concernées au cœur de l’analyse et en intégrant les savoirs des différents actrices et acteurs, elle vise à construire des solutions adaptées à leurs besoins et à leurs environnements.

The impact of big data on decision-making, processes and organizational change :
Article scientifique ArODES
an essay of synthesis

Jean-Michel Sahut, Emmanuel Fragnière, Rey Dang

Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration,  2024, 41, 4, 508-515

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Résumé:

Ce numéro spécial examine la manière dont les données massives (big data) influencent les décisions, les processus et les changements organisationnels au sein des organisations. Le numéro commence par un examen des dernières recherches dans le domaine, y compris les développements clés et les débats en cours. La revue de la littérature montre comment le Big Data affecte la façon dont les organisations travaillent, y compris au niveau des questions éthiques, des règles internes de gestion et de l'utilisation des nouvelles technologies. Ensuite, le numéro présente trois articles clés sur la façon dont le Big Data affecte les organisations modernes. Le premier article examine comment le Big Data aide à prendre de meilleures décisions à tous les niveaux de l’entreprise. Le deuxième article examine comment le Big Data contribuent à rendre les villes plus intelligentes. Le troisième article examine comment les nouvelles technologies telles que l'intelligence artificielle, la blockchain et l'informatique quantique affectent les organisations financières. Ensemble, ces contributions montrent la nécessité d'équilibrer l'innovation et la gestion des risques. Elles plaident en faveur de considérations éthiques et de cadres politiques alors que les organisations naviguent dans les complexités de l'ère du Big Data. Cet essai de synthèse, qui va de l'analyse documentaire à des études ciblées sur la prise de décision, les opérations et le changement organisationnel, offre une compréhension holistique du rôle du Big Data dans le façonnement de l'avenir des entreprises.

2023

Innover avec et pour les personnes en situation de handicap :
Article scientifique ArODES
vers une approche transdisciplinaire de co-innovation

Benjamin Nanschen, Stéphane Rullac, Emmanuel Fragnière, Sarah Sandoz, Rafaël Weissbrodt

European journal of disabilty research,  17, 4, 69-84

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Résumé:

L’exclusion des personnes en situation de handicap (PSH) est en partie due aux barrières socialement construites. Malgré les différentes dispositions légales, plusieurs barrières subsistent et les développements technologiques ainsi que la numérisation peuvent en amener de nouvelles. Afin d’éviter cela, une approche renouvelée de co-innovation avec et pour les PSH nous semble nécessaire. En effet, bien que certaines disciplines et méthodes de conception mettent en place un processus, individuellement aucune ne permet, à notre avis, d’apporter des solutions satisfaisantes. Aussi, nous proposons une approche transdisciplinaire de co-innovation basée sur les principes de la recherche-action collaborative ainsi qu’un dispositif de gestion favorisant la participation des PSH. Cette approche transdisciplinaire permet la prise en compte des savoirs non scientifiques, notamment ceux des PSH. Dans cette note de recherche, nous discutons 1) comment l’approche transdisciplinaire proposée permet de dépasser les limites des discipline et méthode de conception, 2) notre compréhension renouvelée de la participation, notamment sur la notion du pouvoir et 3) la reconnaissance des savoirs d’usage des PSH ou pairjectifs.

Le développement inclusif, défi transdisciplinaire
Article professionnel ArODES

Stéphane Rullac, Benjamin Nanchen, Emmanuel Fragnière, Sarah Sandoz, Stéphanie Hannart, Rafaël Weissbrodt, Gaëtan Bussy, Jérôme Mizeret

Reiso : revue d'information sociale,  2023, 13 mars

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Résumé:

Afin de garantir des solutions utiles, utilisables et souhaitées par les personnes en situation de handicap, un innovation booster « technologie & handicap » repose sur la mise en commun de quatre disciplines.

2022

Early detection of human-related risks in an increasingly digitized work environment
Article scientifique ArODES

Magali Dubosson, Emmanuel Fragnière, Samuele Meier

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

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Résumé:

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).

Quasi-experiment to assess the role of real-life tests for the acceptance of technology for mobility as a service
Chapitre de livre ArODES

Benjamin Nanchen, Emmanuel Fragnière, Randolf Ramseyer

Dans Catenazzo, Giuseppe, Challenges and opportunities for transportation services in the post-COVID-19 era  (Pp. 177-193). 2022,  Hershey, PA : IGI Global

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Résumé:

New technologies like autonomous vehicles (AVs), grouped under the concept of mobility as a service (MaaS), provide new experiences for users. To be considered as an innovation, these technologies must be accepted and adopted by users. AVs provide a public transport service in a new manner, without a service provider or driver. This kind of service is called self-service. For this research, the acceptance and adoption of AVs is investigated in a touristic ecosystem in the context of a post-COVID era. This chapter presents the result of a quasi-experiment conducted in Switzerland with students that testing an AV enhanced the user acceptance of this technology for the first and last mile of a journey (FMLM) in a touristic context. To this end, they used a revised model of the technology acceptance model (TAM) and administered the same questionnaire before and after the test of an AV. In the context of a post-COVID era, AVs could provide solutions for personal mobility for long distance as well. However, it will be necessary to provide a test-bench for these new services.

Perceptions of people with special needs regarding autonomous vehicles and implication on the design of mobility as a service to foster social inclusion
Article scientifique ArODES

Benjamin Nanchen, Randolf Ramseyer, Sandra Grèzes, Mélanie Wyer, Alain Gervaix, Dominic Juon, Emmanuel Fragnière

Frontiers in human dynamics,  2022, vol. 3, article no. 751258, pp. 1-12

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Résumé:

Worldwide, more than one billion people live with disabilities. People with disabilities (PWD) have needs in terms of autonomy, social participation and inclusion. Mobility is one condition for them to be included in society and participate in social life. Autonomous vehicles (AVs) can be part of the concept of Mobility as a Service (MaaS) that enables us to rethink the policy of mobility. However, the way these new autonomous mobility services are designed could exclude PWD. To prevent that, universal design principles and inclusive design could help policymakers and public transport companies design new means of transport that are accessible to all. However, perceptions of PWD regarding MaaS in general and AVs are not well documented. This article presents qualitative research about these perceptions. Eight semi-directive interviews were thus carried out on the subject. Based on these findings, we developed an integrative model to accompany and orchestrate such AV design developments. This integrative model will help policymakers and public transport companies rethink mobility concepts while incorporating AVs and make them accessible to ensure the social inclusion of PWD.

Blockchain technology in the tourism industry :
Article scientifique ArODES
new perspectives in Switzerland

Emmanuel Fragnière, Jean-Michel Sahut, Lubica Hikkerova, Michael Schumacher, Sandra Grèzes, Randolf Ramseyer

Journal of innovation economics management,  2022, no. 37, pp. 65-90

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Résumé:

Blockchain is often presented in the tourism industry as being a technology in a global approach that will enable the sector to make its digital transformation and bring a whole series of advantages, both financial and logistical. The reality is different, however. Indeed, research on Blockchain tends to focus on essentially technical aspects and takes little account of the customer experience in the sector in which it will be integrated. The aim of this exploratory research, based on 18 semi-directive interviews, is to understand the sociological obstacles to the adoption of Blockchain by tourism professionals in Switzerland. Our generalized findings are presented in the form of four research proposals that argue that, without the intervention of the State, it is hard to see how such disruptive innovation can radically change the highly fragmented tourism sector.

2021

Network & cyber security in hospitality and tourism
Chapitre de livre ArODES

Emmanuel Fragnière, Kamil Yagci

Dans Berezina, Katerina, Cobanoglu, Cihan, Collins, Galen, Dogan, Seden, Hospitality & Tourism Information Technology  (21 p.). 2021,  Sarasota, FL : University of South Florida M3 Publishing Yagci, Kamil : Pamukkale University, Turkey

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Résumé:

The tourism sector was transformed early on by digitalization, which makes it a very innovative area of business. At the same time, this high level of digitalization maturity makes it a very vulnerable industry in terms of cyber security. As a tourism specialist, it is therefore crucial to have a good understanding of network and cybersecurity. In this chapter, we will address this topic in an accessible and popularized manner. The goal is to understand the challenges of cybersecurity and as a tourism professional to contribute with specialists in the field to protect your business, your network, and your customers. We will learn to understand the context of cybersecurity and to admit that hackers are always one step ahead. For this reason, we will see that international cybersecurity and safety standards are also very advanced and allow the sector to perform risk and crisis management to protect its business effectively.

Leveraging inter-tourists interactions via chatbots to bridge academia, tourism industries and future societies
Article scientifique ArODES

Davide Calvaresi, Ahmed Ibrahim, Jean-Paul Calbimonte, Emmanuel Fragnière, Roland Schegg, Michael Schumacher

Journal of tourism futures,  To be published

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Résumé:

Purpose : The tourism and hospitality sectors are experiencing radical innovation boosted by the advancements in Information and Communication Technologies. Increasingly sophisticated chatbots are introducing novel approaches, re-shaping the dynamics among tourists and service providers, and fostering a remarkable behavioral change in the overall sector. Therefore, the objective of this paper is two-folded: (1) to highlight the academic and industrial standing points with respect to the current chatbots designed/deployed in the tourism sector and (2) to develop a proof-of-concept embodying the most prominent opportunities in the tourism sector. Design/methodology/approach : This work elaborates on the outcomes of a Systematic Literature Review (SLR) and a Focus Group (FG) composed of experts from the tourism industry. Moreover, it presents a proof-of-concept relying on the outcomes obtained from both SLR and FG. Eventually, the proof-of-concept has been tested with experts and practitioners of the tourism sector. Findings : Among the findings elicited by this paper, we can mention the quick evolution of chatbot-based solutions, the need for continuous investments, upskilling, system innovation to tackle the eTourism challenges and the shift toward new dimensions (i.e. tourist-to-tourist-to-chatbot and personalized multi-stakeholder systems). In particular, we focus on the need for chatbot-based activity and thematic aggregation for next-generation tourists and service providers. Originality/value : Both academic- and industrial-centered findings have been structured and discussed to foster the practitioners' future research. Moreover, the proof-of-concept presented in the paper is the first of its kind, which raised considerable interest from both technical and business-planning perspectives.

Improving the orchestration resilience of a smart integrated tourism destination :
Article scientifique ArODES
a case study in the Swiss Alps

Benjamin Nanchen, Anyssia Bovier, Benoît Golay, Jérôme Salamin, Emmanuel Fragnière

Die Unternehmung,  2021, vol. 75, no. 1, pp. 24-42

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Résumé:

Most tourism destinations in Switzerland are fragmented. The result is that actors along the customer’s journey intervene in a disordered way. To create a smart integrated tourism destination, we posited that collaboration between these different actors should be trained upstream, in the design process. However, this training requires a laboratory independent of day-to-day business activity and allowing a type of rehearsal by the local stakeholders in the tourism industry. Through a case study based on SWISSPEAK Resorts (SPR), this research article illustrates that merely creating a digital marketplace for tourism is not enough to ensure a truly smart, integrated customer experience. Based on consecutive pre-experiments, we concluded that digital trust was of primary importance for the resilience of a smart integrated tourism destination and that orchestrating and rehearsing it was essential.

2020

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

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Résumé:

La numérisation des services a également affecté la pratique des soins hospitaliers. Ici, nous appliquons la méthode des groupes de discussion dans un but exploratoire auprès d’étudiants praticiens en soins infirmiers afin de voir si la numérisation des processus administratifs dans les hôpitaux a un impact sur leurs modes de fonctionnement habituels pour le traitement des patients. Les données recueillies montrent une déconnexion entre les difficultés évoquées par le personnel infirmier dans l’exercice de leur profession et la numérisation des processus. Suite à ces observations, nous proposons un nouveau modèle théorique basé sur le modèle de création de connaissances SECI (socialisation, externalisation, combinaison, internalisation). Notre modèle conceptuel consiste à coupler la "boucle SECI” du patient avec la “boucle SECI” du soignant au niveau de l'étape de socialisation.

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

Magali Dubosson, Emmanuel Fragnière, Emanuele Meier, Denis Rochat

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

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Résumé:

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 :
Article scientifique 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

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Résumé:

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

Mieux prendre en compte l’usager dans le design de transport public :
Article scientifique ArODES
cas d’étude sur les navettes autonomes à Sion

Randolf Ramseyer, Emmanuel Fragnière, Benjamin Nanchen, Florian Evéquoz, Grace Eden

Ocula,  2019, vol. 20, pp. 47-56

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Résumé:

Dans le domaine de la mobilité, l’arrivée de systèmes de transport autonome prend de l’ampleur. Dès lors, il est capital de prendre en compte les facteurs qui auront une incidence sur l’adoption de ces systèmes par les utilisateurs. De manière générale, pour que la mise en oeuvre d’une technologie soit réussie, le service fourni par celle-ci doit améliorer le confort et la sécurité de l’utilisateur. Nous présentons dans cet article les résultats d’immersion de 21 utilisateurs de la navette autonome de la ville de Sion en Suisse. Cette étude est la première étape d’une approche de design de service afin d’optimiser les navettes autonomes en tant que service public de mobilité.

Integration of a human risk module into a risk management software
Article scientifique ArODES

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

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

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Résumé:

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 :
Article scientifique 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

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Résumé:

Grâce aux technologies numériques, le lieu et le temps sont devenus moins importants pour exercer un travail. Les employés sont des nomades numériques, qui seraient de plus en plus flexibles. Des entretiens avec des travailleurs des services à Genève permettent de comprendre ce changement. On constate un décalage entre les perceptions des employés et les intérêts de la recherche académique, décalage qui pourrait entraîner une augmentation des risques d’entreprise d’origine humaine.

Le réseau d’acteurs du tourisme, un système vivant à l’équilibre fragile
Article professionnel ArODES

Emmanuel Fragnière

Espaces,  2019, no 347, pp. 54-57

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Résumé:

Un réseau d’acteurs est un système vivant et, à ce titre, comporte des vulnérabilités, des points de fragilité. Les réseaux d’acteurs du tourisme ont pour vocation de contribuer à une production “invisible” – des prestations de services qui, par définition, sont immatérielles. Ils sont particulièrement vulnérables car il leur est difficile de mettre en place des outils de mesure d’évaluation de leur propre action. Par ailleurs, les acteurs clés ne sont pas conscients de l’importance de leur propre rôle et ne seront pas remplacés à valeur égale s’ils quittent le réseau.

Design de service et réseaux d'acteurs :
Article professionnel ArODES
deux outils complémentaires pour une destination plus attractive

Emmanuel Fragnière, Maya Simon

Espaces,  2019, no 347, pp. 10-13

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Résumé:

Pour rendre la destination transfrontalière franco-suisse plus attrac-tive, le projet Transfrontour s’appuie sur la notion de parcours du client. Notion qu’il met en œuvre via deux outils : le design de services (méthode consistant à se mettre à la place du client pour pointer les difficultés de son parcours et améliorer son expérience) et la mise en réseau des acteurs de la destination le long de ce même par-cours. L’ambition est de concevoir un système autour du client et de faciliter la création de services pensés dans une logique collective, au sein d’un réseau d’acteurs.

Du fonctionnement des réseaux d’acteurs touristiques
Article professionnel ArODES

Emmanuel Fragnière, Jean-Christophe Loubier

Espaces,  2019, no 347, pp. 13-15

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Résumé:

Est appelé ici “réseau touristique” tout réseau qui lie les acteurs impliqués dans le parcours client des visiteurs d’une région. Pour comprendre comment fonctionne un tel réseau, une fouille du web ciblée a été réalisée grâce à des algorithmes de cal-cul qui en explorent la structure. Deux grands types de structures ont été identi-fiées: l’une atomisée et l’autre centralisée.

2018

Paradoxes of portfolio performance calculation for wealth management :
Article scientifique ArODES
avoiding reporting pitfalls

Claude Diserens, Emmanuel Fragnière, Christophe Holenstein, Stephen Rufino

Journal of financial risk management,  2018, vol. 7, pp. 205-222

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Résumé:

Clients of wealth management banks are usually informed about their portfolio through regular reporting. To maintain client trust, it is important that this reporting be both comprehensive and comprehensible. This reporting is grounded on complex mathematics in order to calculate myriads of profit and loss, performance and risk indicators. As the amount of information provided to clients increases so does the chance that certain elements will be confusing to them, at the risk of undermining their confidence in their wealth management bank. This risk is compounded by the general increase in portfolios of complex financial products involving different time horizons. The reporting is typically a decision aid tool for the client to monitor and control and make investment decisions. One example of such risk is that the calculated risk and performance indicators are delivered to the client with no explanation and can, in some cases, lead to incorrect perception due to misunderstanding of these numbers, even if calculations are correct. A typical example could be that the client is informed that the performance of the portfolio is 7% and in reality, the portfolio is losing money. In this paper, we want to address this kind of problem. As such we have identified a set of typical pitfalls that we are faced within the profession. Then, based on a rigorous reference to the scientific literature we have popularized these pitfalls and employed a series of simple and didactic illustrations to provide an appropriate toolbox in order to reduce the risk of financial reporting misunderstanding. In order to maintain client confidence, we highlight the importance of identifying areas of potential misunderstanding prior to providing reports to clients and of offering clear explanations for unusual numbers. We address the following themes: Profit and Loss Analysis, Performance Calculation, Performance Contribution, Realized and Unrealized Profits and Losses, and Bond Yields.

Developing a mutualized R&D for network organizations based on Living Lab methods :
Chapitre de livre 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

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Combining behavioral approaches with techno-economic energy models :
Article scientifique ArODES
dealing with the coupling non-linearity issue

Francesco Moresino, Emmanuel Fragnière

Energies,  2018, vol. 11, no. 7, pp. 1-14

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Résumé:

Consumer behaviour is often complex and even sometimes not economically rational. Wrongly, the first techno-economic energy planning models assumed the economic rationality hypothesis and, therefore, represented consumers’ behaviour incorrectly. Nevertheless, the current trend is to couple these models with behavioural approaches that were specially developed to describe the real consumer choices. A novel approach was recently proposed, where a classical energy model is coupled with a share of choice model. This new approach has however two weaknesses. First, the share of choice increases the computational complexity as it necessitates additional binary variables for the modelling. Second, for complex models, the inclusion of the share of choice can lead to non-linearity and hence to severe computational problems. In the present paper, we propose to improve this method by externalizing the share of choice. Doing so, the number of binary variable will be reduced and the linearity property will be kept even for complex models.

Detecting customer queue "at-risk" behaviors based on ethograms to minimize overall service dissatisfaction
Chapitre de livre 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

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Résumé:

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

Measuring human risks in service :
Article scientifique ArODES
a new model

Silvio Barbieri, Emmanuel Fragnière, Yvonne de Grandbois, Pedro Miguel Moreira

Journal of service science and management,  2017, vol. 10, pp. 518-536

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Résumé:

The modeling of a customer experience realized through a service blueprint is useful for visualizing the structures and processes involved in its production. However, the classical service blueprint fails to consider the contribution of human factors—motivation, emotion, satisfaction, etc.—that are essential elements of service interactions and can represent important risks of non-quality. Consequently, we have developed an enhanced service blueprint dedicated to Enterprise Risk Management (ERM), which includes the human factor dimension. In order to take into account the human factor dimension in the service blueprinting syntax, we include a sociogram. A sociogram is a graph whose nodes are linked together by arrows expressing sociological and psychological variables. Thus we are able to measure and visually identify the areas at risk in an integrated manner, those which are typically attached to the dominant human factor component of service productions. To illustrate this new ERM modeling concept, we have developed a case study related to a ser- vice at the reception of a luxury hotel. We are thus able to show the advantag- es of using the service blueprinting approach compared to the classical risk mapping process in the context of ERM.

Exploring occupational stress in the Swiss wealth management sector :
Article scientifique 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.

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Résumé:

Les processus de service doivent tenir compte du bien-être des employés pour créer de la valeur. L’article montre que le lien entre bien-être et création de valeur peut être aussi étudié sous l ’angle de la gestion des risques. Une approche exploratoire permet de comprendre cette problématique au sein du secteur de la gestion de fortune à Genève. Sur cette base, le modèle créé part du mal-être pour aboutir à la destruction de valeur et inclut une boucle de rétroaction négative.

Service risk management based on blueprinting and sociogram :
Chapitre de livre ArODES
a case study about fast food queue management

Silvio Barbieri, Emmanuel Fragnière, Pedro Miguel Moreira

Risk information management, risk models and applications : selected papers, 2017  (pp. 95-104). 2017,  Berlin : CODATA-Germany

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Coupling techno-economic energy models with behavioral approaches
Article scientifique ArODES

Emmanuel Fragnière, Roman Kanala, Francesco Moresino, et al.

Operational research,  2017, vol. 17, no. 2, pp. 633-647

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Résumé:

Classical energy planning models assume that consumers are rational, which is obviously rarely the case. This paper proposes an original method to take into account the consumer's real behavior in an energy model. This new hybrid model combines technical methods from operations research with behavioral approaches from social sciences and couples a classical energy model with a Share of Choice model.

Using ethological approaches to understand skiers’ behavior in cable cars queues in order to improve overall satisfaction :
Chapitre de livre ArODES
an empirical study conducted in the Swiss Alps

Emmanuel Fragnière, Valentine Gaillet, Benjamin Nanchen, Randolf Ramseyer

Exploring services science : 8th International Conference, IESS 2017, Rome, Italy, May 24-26, 2017, Proceedings  (pp. 421-430). 2017,  Cham : Springer

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Résumé:

In a service quality perspective, the animal behavior of humans (e.g. human ethology) in queues has, to our knowledge, never been observed. This paper provides an empirical exploratory enquiry with the scope to understand skiers’ behaviors in cable cars queues in order to improve their overall satisfaction. We carried 82 immersions and 43 semi-directed interviews in the Swiss Alps (Valais), during the scholar vacations of February 2016. Along with the literature review, this research provides hypotheses to better understand the interface between a human queue and a mechanical transportation system. To adjust to the rigid system of the cable cars, our results show that a queue’s regulation is mostly based on ethological behavior.

Service design and educational challenges to foster innovation in tourism :
Article scientifique ArODES
the case of the Swiss Matterhorn region

Emmanuel Fragnière, Randolf Ramseyer, Vincent Grèzes, Patrick Kuonen, Benjamin Nanchen, Jean-Michel Sahut

Gestion 2000,  2017, Vol. 34, no. 1-2, pp. 203-213

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Résumé:

In this paper, we discuss educational challenges oriented toward service design in order to galvanize the offer of tourism services with an illustration of the Swiss Matterhorn region. Indeed, based on outdated business practices, the tourism economy of Switzerland is losing momentum. In response, it is now vital that Swiss Alpine tourist destinations shift from a construction to an exploitation-based business model. In this paper, we explain this difficult context, make some links with the scientific literature and detail the service design curricula we have implemented over the last years at the Swiss School of Tourism to foster innovation in tourism services. In particular we develop the following thesis. We believe that service design as a way to foster innovation will enable the Swiss Matterhorn Region to stage a spontaneous and authentic revisited tourism experience. Consequently teachers and educators need to train students to gain a holistic appreciation of a touristic experience through knowledge sharing. Thus, they will be able to understand and manage the multifaceted complexity of touristic services.

2016

Visualisierung des Unsichtbaren
Article professionnel ArODES

Emmanuel Fragnière

Salz und Pfeffer,  2016, Vol. 7, S. 88-92

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Service-design und Cäsar Ritz
Chapitre de livre ArODES

Emmanuel Fragnière, Alexandre Nickbarte, Yves Pinguely

ritzy* Hospitality Manual  (4 p.). 2016,  Sierre : Ed. Monographic SA

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Comment les ménages perçoivent-ils la valeur des services énergétiques ? :
Article professionnel ArODES
Une étude de cas dans un quartier durable suisse

Deborah Previdoli, Joëlle Mastelic, Stéphane Genoud, Francesco Maria Cimmino, Emmanuel Fragnière

Bulletin SEV/VSE,  Mai 2016

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Résumé:

Un quartier durable est défini comme une zone urbaine incluant des concepts modernes et écologiques. L’impact de tels concepts sur les habitants de ces quartiers n’est cependant pas toujours clair. Dans l’étude de cas présentée dans cet article, l’équipe de la HES-SO Valais Wallis s’est concentrée sur l’influence de la perception des services énergétiques sur la satisfaction générale d’habiter dans un tel quartier.

Rethinking wealth management from a production perspective :
Chapitre de livre ArODES
an ethnomethodological enquiry into increasing perceived added value

Philip Chowney, Emmanuel Fragnière

Enhancing customer experience in the service industry  (pp. 46-59). 2016,  Cambridge, UK : Cambridge Scholars Publishing

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Résumé:

This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly outlines the key theoretical perspectives of customer experience, covering customer experience both from demand and supplier perspectives. Fully informed by the latest research, it explores different country contexts and how they impact upon the customer experience; investigates the social, cultural and economic dimensions of customer experience; provides case studies from a wide range of service industry sectors; and includes industry perspectives and examples.

2015

The management audit as a tool to foster corporate governance :
Article scientifique ArODES
an inquiry in Switzerland

Nathalie Brender, Bledi Yzeiraj, Emmanuel Fragnière

Managerial auditing journal,  Vol. 30, no. 8/9, pp. 785-811

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Résumé:

Purpose. This paper aims to investigate management auditing, a thorough examination of an organization and the management in place, through an empirical research to gather data about how management audits are perceived and implemented among Geneva’s (Switzerland) business community. The board of directors is in charge of a corporation’s overall supervision. The internal auditing function works under the aegis of the board to ensure that the directors will properly execute their responsibilities as defined by corporate governance rules. Management auditing could thus be used to improve corporation performance. However, management audits are not commonly used or referred to as a tool to address corporate governance. Findings enable the authors to both explain why management audits are not commonly used or referred to as a tool to address corporate governance and generate related research hypotheses. Design/methodology/approach. In this paper, the authors rely on an ethnographic study aimed at exploring perceptions of management audits in service companies from the Geneva region. This study is based on transcripts from 85 semi-directed interviews, conducted over a three-year period, of professionals with managerial and auditing backgrounds. The economic context during these three years was consistently characterized by the Swiss and international financial crises, ensuring that the findings remain comparable over this time period. Findings This paper identified three main factors that influence the integration of management audits into corporate practices: the degree of acceptance of the tools and requirements of management audits, the national culture and values embodied in the practice and the degree of corporate governance maturity. This paper presents the findings in the form of hypotheses that can be tested on any adoption of good corporate governance practices – not on management audits alone. Research limitations/implications. Notwithstanding the limitations due to its nature and extent, this study’s main limitation is its lack of validation of the hypotheses. In further research, the authors intend to use a quantitative survey to validate the research hypotheses and make statistical inferences. Originality/value This paper contributes to the literature because it is, to the authors’ knowledge, the first study to empirically examine the significant link between management audits and corporate governance. The findings could be interesting for an international audience because they indicate possible action points that boards of directors can leverage to carry out management audits. The findings also bridge a gap between the literature on management audits and the expanding role of the internal audit function. This study also examines the way companies – in the Swiss context – understand, perceive and may be ready to apply management audits as a good corporate governance practice.

2014

Satisfaction and pricing for accounting services to very small enterprises
Article scientifique ArODES

Giuseppe Catenazzo, Emmanuel Fragnière, Guillaume-Gentil Nils

International journal of economics and accounting. 2014. Vol.?5, no.?2, pp.?145-164,

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Regaining loyalty in wealth management: an empirical behavioural inquiry in the Geneva private banking sector
Article scientifique ArODES

Emmanuel Fragnière, Philippe Chowney

International journal of social science and humanity. 2014. Vol.4, No.4.,

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Histoire de stress et de frustration
Article professionnel ArODES

Emmanuel Fragnière, Joanna Mayet Gros, Reynard Cyrille

L'Agefi. 27 mars 2014.,

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Le sentiment de sécurité a très nettement reculé
Article professionnel ArODES

Emmanuel Fragnière, Joanna Mayet Gros

L'Agefi. 24 janvier 2014.,

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A service production planning model integrating human risk factors
Chapitre de livre ArODES

Nguyen Vi Cao, Emmanuel Fragnière

In: KERSTEN, Wolfgang et al. (eds). Next generation supply chains : trends and opportunities [en ligne]. Berlin : epubli GMBH, 2014, pp.?345-359. 2014

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Mixing behavioral and technological data in mathematical programming framework
Chapitre de livre ArODES

Roman Kanala, Emmanuel Fragnière

In : HELBER, Stefan... et al. (eds). Operations research proceedings 2012 : selected papers the International Annual Conference of the German Operations Research Society (GOR), Leibniz, Universität Hannover, Germany, September 5-7, 2012. Berlin : Springer, 2014, pp. 163-168. 2014

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2013

L'étude de marché en pratique : méthodes et applications
Livre ArODES

Emmanuel Fragnière, Francesco Moresino, Nathalie Uwase Turin, Jean Tuberosa

Bruxelles : De Boeck, 2013. 149 p. ISBN 978-2-8041-7498-9

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Proposal of a methodology to integrate the human factor in the service blueprint
Article scientifique ArODES

Silvio Barbieri, Emmanuel Fragnière, Marshall S. Sitten, Gabriel Zambrano

In : Journal of advanced management Science, 2013, Vol.1, No.2, p. 207-213,

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An energy optimization framework for sustainability analysis: inclusion of behavioral parameters as a virtual technology in energy optimization models
Chapitre de livre ArODES

Kanala Roman, Nathalie Turin, Emmanuel Fragnière

In: ZONGWEI, Luo (ed.). Mechanism Design for Sustainability. Pays-bas : Springer Verlag, pp. 107-120. 2013

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2012

Short selling in France during the crisis, the bans, and what has changed since the euro correction
Chapitre de livre ArODES

Emmanuel Fragnière, Iliya Dimitrov Markov

In : GREGORIOU, Greg N. (ed.). Handbook of short selling. Amsterdam : Elsevier, 2012. P. 219-233. 2012

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Designing and pricing services based on customer-perceived value : an airline company feasibility study
Article scientifique ArODES

Emmanuel Fragnière, Angela Lombardi, Francesco Moresino

In : Service science, 2012,

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Is there a magic formula ? : mate selection and the optimization of the marriage market
Chapitre de livre ArODES

Jacques-Antoine Gauthier, Nguyen Vi Cao, Sapin Marlène, Emmanuel Fragnière, Widmer Eric

In : JAWORSKI, J.-A. Divorce : prevalence, risk factors and psychological effects. Hauppauge, N.Y. : Nova Science Publ., 2012. P. 79-100. (Advances in sociology research ; vol. 10). 2012

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Small shareholder control of listed companies' administrators during annual general meetings : an experimental study
Article scientifique ArODES

Guiseppe Catenazzo, Emmanuel Fragnière

International Journal of Behavioural Accounting and Finance, 2012, vol.3, no.1/2, p. 46-64,

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Performing service design experiments using ethnomethodology and theatre-based reenactment : a Swiss ski resort case study
Article scientifique ArODES

Emmanuel Fragnière, Benjamin Nanchen, Marshall Sitten

Service science, 2012, vol. 4, no. 2, p. 89-100,

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Short selling and the problem of market maturity in Latin America
Chapitre de livre ArODES

Miguel Díaz-Martínez, Emmanuel Fragnière

In : GREGORIOU, Greg N. (ed.). Handbook of short selling. Amsterdam : Elsevier, 2012. P. 353-364. 2012

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2011

De la responsabilité en période de crise : comment l’individu peut-il agir en cas de crise économique ? En commençant par gérer sa propre situation financière
Article professionnel ArODES

Emmanuel Fragnière, Philip Chowney

AGEFI, 18 août 2011,

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Managing the risks of the "invisible"
Article scientifique ArODES

Guiseppe Catenazzo, Emmanuel Fragnière

Service science, 2011, vol. 3, no. 3, p. I-V,

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Modeling the human factor of marriage market dynamics through operations management techniques : a case study involving sociological and psychological attributes
Article scientifique ArODES

Jean-François Gauthier, Nguyen Vi Cao, Marlène Sapin, Emmanuel Fragnière, Eric Widmer

Journal of Marketing and Operation Management Research, vol. 1, no. 1,  2011, p. 81- 102,

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SOCIO - MARKAL : integrating energy consumption behavioral changes in the technological optimization framework
Article scientifique ArODES

Gustave Nguene, Emmanuel Fragnière, R. Kanala, D. Lavigne, Francesco Moresino

Energy for Sustainable Development, 2011, vol. 15, p. 73-83,

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How ERP systems are centralizing and standardizing the accounting function in public organizations for better and worse
Chapitre de livre ArODES

Catherine Equey, Emmanuel Fragnière

In : CHHABRA, Susheel, KUMAR, Muneesh (eds). Strategic enterprise resource planning models for e-government : applications and methodologies. Hershey : Business Science Reference, cop. 2012. P. 55-72. (Premier reference source).. 2011

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Outil d'évaluation des impacts technologiques de politiques énergétiques et environnementales
Article scientifique ArODES

Denis Lavigne, Emmanuel Fragnière

Bulletin AMQ, 2011, Vol. 51, no 1, p. 11-23,

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2010

The paradox of complex ERP systems used in simplified organisations such as small and medium enterprises
Chapitre de livre ArODES

Catherine Equey, Emmanuel Fragnière

In : GUNASEKARAN, Angappa, SHEA, Timothy (eds). Organizational advancements through enterprise information systems : emerging applications and developments. Hershey : Business Science Reference, 2010. P. 18-28. 2010

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Préface à Après la crise des subprimes : le nouveau partenariat social : performance opérationnelle : réduction des pertes, prévention des risques psychosociaux et bonus, de Pascal Lele
Article professionnel ArODES

Emmanuel Fragnière

In : Après la crise des subprimes : le nouveau partenariat social : performance opérationnelle : réduction des pertes, prévention des risques psychosociaux et bonus. - Berne : P. Lang, p. 17-21 (vol. 1),

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Indentifying bank run signals through sociological factors : an empirical research in the Geneva area
Chapitre de livre ArODES

Guiseppe Catenazzo, Emmanuel Fragnière

In : GREGORIOU, Greg N. (ed.). The banking crisis handbook. Boca Raton : CRC Press, 2010. P. 489-502. 2010

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Testing the impact of sustainable development policies in Canton Geneva
Article scientifique ArODES

Emmanuel Fragnière, Giuseppe Catenazzo, Alexandre Epalle, Jean Tuberosa

Management of environmental quality : an international journal, 2010, vol. 21 no. 6, p.845 - 861,

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Perceived risk management : applying the TEID model to the traveler service chain
Chapitre de livre ArODES

Emmanuel Fragnière, Magali Dubosson Torbay

In : LUO, Zongwei. (ed.) Service science and logistics informatics : innovative perspectives. - Hershey : Information Science Reference, p. 299-314. 2010

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Development of a risk-monitoring tool dedicated to commodity trading
Chapitre de livre ArODES

Emmanuel Fragnière, Helen O'Gorman, Laura Whitney

In : GREGORIOU, Greg N. (ed.). The handbook of trading : strategies for navigating and profiting from currency, bond, and stock markets. New York : McGraw-Hill, 2010. P. 301-315. 2010

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Behavioral and technological changes regarding lighting consumptions : a MARKAL case study
Article scientifique ArODES

Emmanuel Fragnière, Roman Kanala, Denis Lavigne, Francesco Moresino, Gustave Nguene

Low carbon economy, 2010, vol. 1, no. 1, p. 8-17,

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Pricing services in a grid of computers using priority segmentation
Article scientifique ArODES

Emmanuel Fragnière, Francesco Moresino

Journal of service science and management, 2010, vol. 3, no. 3, p. 345-351,

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Optimizing the marriage market through the reallocation of partners : an application of the linear assignment model
Article scientifique ArODES

Nguyen Vi Cao, Emmanuel Fragnière, Jacques-Antoine Gauthier, Marlène Sapin, Eric Widmer

European journal of operational research, 2010, vol. 202, no. 2, p. 547-553.,

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Is the 2008 financial turmoil increasing the risk of a bank run ? : an empirical research in Geneva
Article scientifique ArODES

Guiseppe Catenazzo, Emmanuel Fragnière, Jean Tuberosa, Bastien Ribordy

Journal of modern accounting and auditing, 2010, vol. 6, no. 1, p. 29-45.,

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The emergent evolution of human risks in service companies due to “control industrialization” : an empirical research
Article scientifique ArODES

Emmanuel Fragnière, Nathalie Junod

Journal of financial transformation, 2010, no. 30, p. 169-177,

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The implementation of MiFID in the financial crisis context : an ethnographic research conducted in Greece
Chapitre de livre ArODES

Emmanuel Fragnière, Elena Grammenou

In : GREGORIOU, Greg N. (ed.). The banking crisis handbook. Boca Raton : CRC Press, 2010. P. 455-473. 2010

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2009

Is the 2008 financial turmoil increasing the risk of a bank run ? : an empirical research in Geneva
Rapport ArODES

Guiseppe Catenazzo, Emmanuel Fragnière, Bastien Ribordy, Jean Tuberosa

Genève: Haute école de gestion de Genève, 2009. 29 p. Cahier de recherche no HES-SO/HEG-GE/C--09/6/1--CH Version remaniée publiée dans : Journal of modern accounting and auditing, 2010, vol. 6, no. 1, p. 29-45.

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Consumers choices among alternative electricity programs in Geneva : an empirical analysis
Article scientifique ArODES

Sylvain Weber, Andrea Baranzini, Emmanuel Fragnière

International journal of global energy issues, 2009, vol. 31, no. 3/4, p. 295-308,

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SOCIO – MARKAL (SOMARKAL) : first modeling attempts in the Nyon residential and commercial sectors taking into account behavioral uncertainties
Rapport ArODES

Cédric Cubizolle, Emmanuel Fragnière, Roman Kanala, Denis Lavigne, Francesco Moresino, Gustave Parfait Nguene, Alexandre De Sousa

Genève : Haute école de gestion de Genève, 2009. 43 p. Cahier de recherche no HES-SO/HEG-GE/C--09/9/1--CH 

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Do travel agencies provide sufficient value to their clients ?
Rapport ArODES

Guiseppe Catenazzo, Emmanuel Fragnière

Genève : Haute école de gestion de Genève, 2009. 21 p. Cahier de recherche no HES-SO/HEG-GE/C--09/3/1--CH

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Value at risk for a microcredit loan portfolio : an African microfinance institution case study
Chapitre de livre ArODES

René Azokli, Emmanuel Fragnière, Akimou Ossé

In : GREGORIOU, Greg N. (ed.). The VaR modeling handbook. New York : McGraw Hill, 2009. P. 183-199. 2009

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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
Chapitre de livre 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

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

Magali Dubosson, Emmanuel Fragnière

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

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Wealth management "manufacturing" : delivering more value ?
Article scientifique ArODES

Magali Dubosson, Emmanuel Fragnière, Nils S. Tuchschmid

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

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2008

The pricing of knowledge-based services : insights from the environmental sciences
Article scientifique ArODES

Joëlle Debely, Magali Dubosson, Emmanuel Fragnière

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

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Perception du risque en entreprise : résultats surprenants
Article professionnel ArODES

Emmanuel Fragnière, Giuseppe Catenazzo

PME magazine, mai 2008, no 5, p. 12,

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Elements of perception regarding sustainable development in Geneva
Rapport ArODES

Emmanuel Fragnière, Giuseppe Catenazzo, Jennifer D'Urso

Genève: Haute école de gestion de Genève, 2008. 17 p. Cahier de recherche no HES-SO/HEG-GE/C--08/12/1--CH

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

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Liquidity adjusted VaR model : an Extension
Rapport ArODES

Emmanuel Fragnière, Nils S. Tuchschmid, Qun Zhang

Genève : Haute école de gestion de Genève, 2008. 24 p.  Cahier de recherche no HES-SO/HEG-GE/C--08/13/1--CH

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Elements of perception regarding the implementation of ERP systems in Swiss SMEs
Article scientifique ArODES

Catherine Equey, Emmanuel Fragnière

International journal of enterprise information systems, 2008, vol.4, issue 3, p. 1-8,

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Influences of public ecological awareness and price on potable water consumption in the Geneva area
Rapport ArODES

Guiseppe Catenazzo, Jennifer D'Urso, Emmanuel Fragnière, Jean Tuberosa

Genève : Haute école de gestion de Genève, 2008. 15 p. Cahier de recherche no HES-SO/HEG-GE/C--08/5/1--CH

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La gestion des services
Livre ArODES

Emmanuel Fragnière

Paris : Economica, 2008. 112 p. (Connaissance de la gestion)

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Identifying bank runs signals through sociological factors : an empirical research in the Geneva area
Rapport ArODES

Guiseppe Catenazzo, Emmanuel Fragnière

Genève : Haute école de gestion de Genève, 2008. Cahier de recherche no HES-SO/HEG-GE/C--08/10/1--CH

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Attitudes regarding new enterprise risk and control regulations by the active population of the Geneva area
Rapport ArODES

Emmanuel Fragnière, Giuseppe Catenazzo

Genève : Haute école de gestion de Genève, 2008. 15 p. Cahier de recherche no HES-SO/HEG-GE/C--08/9/1--CH

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Optimizing the marriage market through the reallocation of partners : an application of the linear assignment model
Rapport ArODES

Nguyen Vi Cao, Emmanuel Fragnière, Jacques-Antoine Gauthier, Marlène Sapin, Eric Widmer

Genève : Haute école de gestion de Genève, 2008. 25 p. Cahier de recherche no HES-SO/HEG-GE/C--08/3/1--CH

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2007

Rapport d'enquête préliminaire : Dessine-moi un service ! : Entreprises et administrations : comment concevoir et valoriser vos services
Rapport ArODES

Guiseppe Catenazzo, Gaëtan Derache, Emmanuel Fragnière, Patricia Hugentobler, Jean Tuberosa

Genève : Haute école de gestion de Genève, 2007. 25 p. Cahier de recherche HES-SO/HEG-GE/C--08/2/1--CH

Lien vers la publication

Consumers choices among alternative electricity programs in Geneva : an empirical analysis
Rapport ArODES

Andrea Baranzini, Emmanuel Fragnière, Sylvain Weber

Genève : Haute école de gestion de Genève, 2007. 18 p. Cahier de recherche no HES-SO/HEG-GE/C--07/6/1--CH

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The consequences of information overload in knowledge based service economies
Rapport 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

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Risk management : safeguarding company assets
Livre ArODES

Emmanuel Fragnière, George Sullivan

Boston : NETg, 2007. 133p. (Crisp fifty-minute series)

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Journée de la recherche HEG 2007
Rapport 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

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

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2006

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

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La gestion publique de l'eau en Suisse
Rapport 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

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

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Rapport d'enquête : sondage Infobésité
Rapport ArODES

Joëlle Debely, Gaëtan Derache, Emmanuel Fragnière, Jean Tuberosa

Genève : Haute école de gestion de Genève, 2006. 27 p. Cahier de recherche No HES-SO/HEG-GE/C--06/10/1--CH

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2024

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

Emmanuel Fragnière, Magali Dubosson, Samuele Meier

Proceedings of 34th RESER International Conference

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

Emanuele Meier, Magali Dubosson, Emmanuel Fragnière

Proceedings of 34th RESER International Conference

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Understanding the notion of polycrisis :
Conférence 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

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Résumé:

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.

Exploring human factors in global supply chains to mitigate crises in swiss industrial SMEs :
Conférence ArODES
a power electronics company research case study

Sherine Seppey, Loïc Viret, Emmanuel Fragnière

Technology Innovation Management and Engineering Science International Conference (TIMES-iCON)

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Résumé:

This study examines vulnerabilities in the global supply chain and aims to minimize their impact on Swiss industrial SMEs, with a particular focus on a given Power Electronics Company (PEC). An in-depth analysis of a case study, based on semi-directed interviews, is used to explore the weaknesses that disrupted the supply chain, with a particular emphasis on the human (tacit) factor. Our research examines the challenges faced by industrial SMEs in pre-crisis orchestration, responses during COVID-19, and post-crisis adaptations. We consider the unique human elements intertwined with technological advances. Drawing on insights from risk assessment, customer experience, and knowledge management literature, this article proposes strategic measures for Swiss SMEs to strengthen the resilience of their supply chain. The focus is on the human factor rather than purely digitized and/or AI-based innovations. The article provides valuable insights and actionable strategies for industrial SMEs facing the uncertainties of the globalized business landscape.

Developing card-based surveys :
Conférence ArODES
focus group insights for smart grid prosumer optimization

Emmanuel Fragnière, Sarah Sandoz, Nabil Abdennadher, Francesco Moresino

Proceedings of the 12th International Conference on Smart Grid (icSmartGrid)

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Résumé:

This study presents a novel approach to developing effective surveys for optimizing residential micro-grid configurations, integrating insights from focus group research. The development of card-based questionnaires allows for the collection of qualitative feedback, which in turn enables the understanding of prosumer (i.e., producer/consumer) preferences and the improvement of microgrid design. By integrating insights from focus groups, we construct card-based questionnaires that capture the nuances of prosumer perspectives on energy infrastructure, pricing mechanisms, information sharing, community engagement, regulations, and governance. The methodology employed three key phases: ethnographic surveys to identify salient attributes, combining technical and social attributes through interviews and focus groups, and conjoint analysis to quantify attribute importance. In this paper, a previous ethnographic survey was employed to develop a card-based questionnaire for use in a subsequent conjoint analysis survey. This research contributes to the development of optimized micro-smart grid configurations that are conducive to widespread adoption and sustainability.

Safeguarding downside risk in portfolio insurance :
Conférence ArODES
navigating swiss stock market regimes with options, trading signals, and financial products

Sylvestre Blanc, Emmanuel Fragnière, Francesc Naya, Nils Tuchschmid

Proceedings of the 6th International Conference on Finance, Economics, Management and IT Business

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Résumé:

Our research uses options to safeguard equity portfolios from downside risk. Despite the cost challenges of passive put protection, we explore leveraging diverse market signals, backward and forward-looking ones, to enhance portfolio risk-return balance while maintaining acceptable safeguards. These signals aid in selecting underlying assets for option positions, aiming to achieve protection while minimizing put premium expenditure. Certain signals, like "trend" or "low volatility”, either empirical or implied, demonstrate added value, although their effectiveness depends on market conditions (or regimes). We also evaluate whether a set of trading rules can enhance the efficiency of such strategies. Our study highlights the importance of financial product safety, akin to safety measures for industrial products. By doing so, we underline the importance of portfolio insurance in finance. Further developments will aim at implementing a trading system that offers greater adaptability to different market regimes, for example high volatility phases, and under real market conditions.

Managing tourism crises :
Conférence ArODES
an MDP-based approach for optimal investment strategies

Emmanuel Fragnière, Francesco Moresino

Smart innovation, systems and technologies

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Résumé:

Based on optimal control theory, we propose a model to determine the optimal allocation of resources between investment in production and prevention/mitigation measures, with the aim of maximising the expected benefit in a mountain destination facing a crisis scenario. Specifically, we consider the case of a potential crisis caused by melting permafrost, leading to a landslide and the evacuation of tourists trapped in the resort. This problem can be formulated as a Markov decision problem (MDP). In this MDP, the decision maker has to choose the optimal action at each stage of the problem in order to maximise the expected benefit in the long run, taking into account the potential risks and losses associated with a crisis scenario. The transition probabilities between states depend on the current level of investment and risk, as well as the stochastic nature of permafrost melt and landslide risk. The expected rewards associated with each action depend on the current state and potential outcomes of the crisis scenario. The actions available at each stage of the problem include investment in production, investment in prevention/mitigation measures, or inaction. By solving this MDP, through a corresponding mathematical programming problem, we can determine the optimal investment strategy that maximises the expected benefit while minimising the risk in the face of a potential crisis caused by melting permafrost and the consequences for the mountain destination. A numerical experiment based on fictitious data is proposed to show how the method can be applied.

2023

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

Magali Dubosson, Emmanuel Fragnière, Denis Rochat

Proceedings of the 33th RESER International Conference

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Résumé:

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 :
Conférence 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

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Résumé:

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.

Gamification to stimulate green behaviors in cities
Conférence ArODES

Joyce Ngo, Emmanuel Fragnière, Blaise Larpin, Jean-Michel Sahut

Proceedings of the 7th International Conference on Civil Engineering

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Résumé:

Gamification is a new trend that has gained increasing importance in climate protection. In recent years, researchers have begun to integrate game elements into non-gaming contexts to encourage green behaviors. The city of Sierre jumped on the bandwagon and initiated a project aiming to use gamification to encourage its population to engage in green behaviors. The research focuses on identifying the barriers and motivators for people to engage in green actions in order to diminish or enhance them using games. Followed by a series of focus groups, 10 in-depth semi-structured interviews were conducted. The main result shows a significant gap between attitude and behavior despite a high level of awareness and positive sustainable intentions. Based on research propositions that have been confronted with the scientific literature, Sierre has therefore collaborated with the HES-SO Valais-Wallis to realize a gaming app on the theme of sustainable development for the population called ECOTREE.

Fostering “Energy Communities” :
Conférence ArODES
an ethnographic-SECI approach to user-centered residential micro-smart grid adoption

Emmanuel Fragniere, Sarah Sandoz, Nabil Abdennadher, Mohamad Moussa, Giovanna Di Marzo Serugendo, Philippe Glass

Proceedings of the 11th International Conference on Smart Grid (icSmartGrid), 4-7 June 2023, Paris, France

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Résumé:

This paper presents a user-centered approach to understanding the social context of smart residential microgrid adoption, with a focus on the SECI (Socialization, Externalization, Combination, and Internalization) model of knowledge creation. The objective is to identify the social characteristics that contribute to the social acceptance of smart residential microgrids, particularly from the perspective of prosumers interacting with AI. The study focuses on 12 Swiss smart grid stakeholders, including those who live in eco- neighborhoods, and own solar panels, plus three focus groups with experts. The study found that trust, community, and shared values are key social factors influencing the adoption of residential smart microgrids. Results also show how the SECI model could facilitate the creation and sharing of knowledge about energy management and sustainability practices, knowing that smart grids rely primarily on AI or explicit knowledge (Combination) and that successful implementation should as well, regarding this theory, focus on tacit knowledge (Socialization).

Improving the social acceptability of microgrids
Conférence ArODES

Emmanuel Fragniere, Sarah Sandoz, Nabil Abdennadher, Mohamad Moussa, Giovanna Di Marzo Serugendo, Philippe Glass

2023 11th International Conference on Smart Grid (icSmartGrid)

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Résumé:

The smart grid will have to occupy a prominent place in people's lives in the years to come, as the renewable energy mix desired by all governments implies a change of role from consumer to prosumer (contraction of the consumer to producer) of electricity. The adoption of micro smart grid technology, which links solar panels, batteries, and inverters to smart meters and power regulation algorithms, by a community (e.g., a residential sector), cannot be done automatically. This is what we studied in Switzerland, based on a qualitative survey (12 semi-structured interviews and 4 focus groups) to understand the psychological and social barriers, which prevent people from integrating such a technology. The results show that restraining forces are more important than driving forces and therefore that governments need to tackle the problem of social acceptance of smart grids before focusing on mainly technological aspects in their long-term energy and environmental policies.

Identification of qualitative weak signals coming from asset management working practices to feed forward-looking investment pension funds models
Conférence ArODES

Emmanuel Fragnière, Pierre Fischer, Jahja Rrustemi, Nils Tuchschmid, Olivier Guillot

Smart Innovation, Systems and Technologies

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Résumé:

Because of their overreliance on benchmark tracking, pension funds in Switzerland tend to take a passive and short-term approach to portfolio investment and management. This leads to mismatched and sterile strategy styles in relation to their mandate’s perspective and needs. Pension funds have a long-term perspective which nevertheless could benefit from more adaptive approaches (for example, in seeking to temper the negative effects of the paradigm shift to near-zero interest rates which has plagued performance for several years now). In this study, we aim to explore and understand alternative approaches used by successful market participants. The inductive methodology used is a qualitative survey based on the collection of narratives through semi-structured interviews. We conducted 9 semi-structured interviews with experts in the field to explore this question and develop research proposals. Then a synthesis is made based on a categorization by theme. Thanks to this synthesis, research hypotheses are generated and compared with the scientific literature. The key findings are that talented finance professionals look for weak signals that herald change and they can exploit them successfully. We aim to see if there are benefits to incorporating qualitative weak signals into a forward-looking risk management tool to better hedge the portfolios of pension funds that typically rely on more backward-looking approaches. The objective of this research is, therefore, to apply the concepts of cybernetics to the case of a business investment portfolio solution. These results will be introduced in further research in our quantitative and digitized forward-looking portfolio management models.

2022

Détection précoce des risques humains :
Conférence 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

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Résumé:

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.

Concevoir avec et pour les personnes en situation de handicap :
Conférence ArODES
vers une approche intégrée et transdisciplinaire de conception inclusive

Benjamin Nanchen, Emmanuel Fragnière, Stéphanie Hannart, Noémie Moulin, Stéphane Rullac, Rafaël Weissbrodt, Carole Baudin

Vulnérabilités et risques émergents : penser et agir ensemble pour transformer durablement : actes du 56e Congrès de la SELF

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Résumé:

De nombreuses approches de conception et développement de produits et services mettent en avant l’aspect « centré utilisateurs ». Toutefois, non seulement elles peuvent parfois devenir des méthodes alibi mais surtout, selon le domaine d’application, leur mise en place ne parvient qu’à une conception prenant en compte des besoins limités, pour un public donné. Dans le cadre d’un programme d’impulsion financé par la confédération suisse, pour permettre de concevoir des solutions sociotechniques dans le domaine du handicap, nous avons mis en place une approche visant à créer les conditions d’une conception véritablement inclusive, soit avec et pour les personnes en situation de handicap (PSH). En faisant appel aux démarches de l’ergonomie de l’activité, de l’anthropotechnologie, du travail social et du Service Design, cette approche croise différentes disciplines et méthodes afin de prendre en compte toutes les dimensions des situations de vulnérabilité que peuvent rencontrer les PSH. Elle accompagne un processus d’appels à projets dans lesquels les porteurs et porteuses doivent démontrer une pluridisciplinarité et inclure des PSH. Dans cette contribution, nous allons développer particulièrement le passage d’une approche pluridisciplinaire à une approche transdisciplinaire visant à accompagner les porteurs et porteuses de projets.

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
Conférence 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

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Résumé:

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.

The Student Journey Map (SJM) :
Conférence ArODES
a scenario-based approach to professionalizing digital education

Emmanuel Fragnière, Maria Sokhn, Camille Pellaton, Charline Unternährer, Randolf Ramseyer

Proceedings of IECON 2021 - 47th Annual Conference of the IEEE Industrial Electronics Society

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Résumé:

The Student Journey Map (SJM) places learners at the center of sharing knowledge, with the support of a teacher who assumes the role of coach in the acquisition and dissemination of know-how. The SJM is designed to be experimented with in combination with the educational scripting approach of the Customer Journey Map. In our qualitative study, we formulated several propositions, the primary one being that it is important to offer face-to-face social exchanges in student-based environments. The SJM helps to compensate for isolation by recreating a social link between students. The teacher begins by establishing the pedagogical scenario of the course with its objectives, the topics to be covered, and practical training sessions. Our experiments show that by using the SJM approach, students collaborate directly with each other, thereby allowing co-learning that does not occur in a merely transposed online teaching approach.

Defusing psychosocial risks :
Conférence ArODES
development of a detection system

Samuele Meier, Magali Dubosson, Emmanuel Fragnière, Arnaud Fournier

Proceedings of the 31th RESER conference

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Piloting a digital maturity model for smart destinations
Conférence ArODES

Alain Imboden, Grèzes Sandra, Dominique Fumeaux, Emmanuel Fragnière, Michael Fux

TOURMAN 2021 book of abstracts : restarting tourism, travel and hospitality: the day after

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Résumé:

The purpose of this paper is to present the pilot phase of a digital maturity model designed to support lesser-known tourism destinations to become smart destinations. The main objective is the analysis of the relevancy and usability of the maturity model in order to prepare its further application to a larger sample and various types of destinations. The specific research question for the pilot phase of the study is: Which is the smartness degree of three lesser-known Swiss tourism destinations? The model is designed to bring answers to how the se destinations manage their digital transformation, what challenges and opportunities they encounter and what aspects of their operations they prioritize throughout this process. It allows the identification ofbest practices to adopt, opportunities to seize, barriers to overcome and risks to avoid all associated with the process of becoming a smart destination.

Measuring real time occupational stress in organizations via a digitalized risk management app
Conférence 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)

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Résumé:

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
Conférence ArODES

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

Proceedings of the 19th International Conference e-Society

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Résumé:

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.

Orchestrating tourism actors' network via the "N-1 N+1 touchpoints" algorithm :
Conférence ArODES
a b2b chatbot to improve customer's journeys

Randolf Ramseyer, Davide Calvaresi, Benjamin Nanchen, Roland Schegg, Michael Schumacher, Emmanuel Fragnière

Proceedings of the 19th International Conference e-Society 2021

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Résumé:

This paper elaborates on a novel concept to orchestrate tourism networks. In particular, each actor optimizes his service (touchpoint n) while seamlessly transferring the customer information from the previous (touchpoint n-1) to the following service (touchpoint n+1). To implement such a theory, we leveraged on chatbot technology, which interfacing directly with the user eased the transition from the point of interaction (touchpoint) n-1 to n+1. Moreover, the chatbot entails the connection between the nodes of the customer's journey, enabling user profiling, personalization, and knowledge transfer. The deployment of a chatbot implementing the "n-1 n+1 touchpoints" model would significantly benefit actors operating in a fragmented touristic economy (i.e., Switzerland). Hence, we tested the first prototype in the heart of the Canton Valais, where, in collaboration with students in tourism, we based the scenario on counterfactual thinking. In particular, we identified all the possible situations a grandmother and her grandson might face arriving at the Sierre train station to spend a day in Crans-Montana. In turn, using reenactment theatre techniques, tourism professionals played the worst-case scenario (without chatbot) and the best case (with the chatbot) to elicit the different clients' perceptions on those diametral situations. Such a feasibility study paved the way to a more holistic view, employing artificial intelligence techniques to enhance the chatbot and smoothen the "n-1 n+1 touchpoints" dynamics.

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

Magali Dubosson, Emmanuel Fragnière, Denis Rochat

Proceedings of the 30th RESER international congress

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Résumé:

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.

The evolution of chatbots in tourism :
Conférence ArODES
a systematic literature review

Davide Calvaresi, Ahmed Ibrahim, Jean-Paul Calbimonte, Roland Schegg, Emmanuel Fragnière, Michael Schumacher

Information and Communication Technologies in Tourism 2021 : Proceedings of the ENTER 2021 eTourism Conference, January 19–22, 2021

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Résumé:

In the last decade, Information and Communication Technologies have revolutionized the tourism and hospitality sector. One of the latest innovations shaping new dynamics and fostering a remarkable behavioral change in the interaction between the service provider and the tourist is the employment of increasingly sophisticated chatbots. This work analyzes the most recent systems presented in the literature (since 2016) investigated via 12 research questions. The often appreciated quick evolution of such solutions is the primary outcome. However, such technological and financial fast-pace requires continuous investments, upskilling, and system innovation to tackle the eTourism challenges, which are shifting towards new dimensions.

2020

Crisis team setup for better improvisation
Conférence ArODES

Jean-Jacques Kohler, Emmanuel Fragnière

Proceedings of the 30th European Safety and Reliability Conference and 15th Probabilistic Safety Assessment and Management Conference (ESREL2020 PSAM15)

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Résumé:

Major events and crises are becoming increasingly complex. In addition, emerging risk such as cyber risks, social engineering, social exclusion, must be addressed. On the other hand, we see that Business Continuity Plan protocols have changed little over time. They are based on logistical approaches that are mainly concerned with "physical" crisis management. In this paper, we want to emphasize the lack of scientific knowledge about the rules of composition of crisis teams and that a crisis team today has to deal with unforeseen crisis situations. In a recent research based on a qualitative survey of crisis experts and specialists, we developed the thesis that the constitution of crisis teams includes members that have very different experience profiles and furthermore not come from senior management positions. The reason for this is that most of these teams have to operate on an improvised basis today due to the complexity of modern crises. It is thus then important to set up an appropriate training and preparation phase once the crisis team is constituted. In this article, based on our field research and theory building we propose an original approach, adapted from Nonaka's SECI (Socialization, Externalization, Combination, Internationalization) model, to prepare the crisis team for better improvisation.

Managing human reliability in the context of telework :
Conférence ArODES
an approach based on the job demands-resources model, combined with the bow-tie method

Jean-Jacques Kohler, Emmanuel Fragnière

Proceedings of the 30th European Safety and Reliability Conference and 15th Probabilistic Safety Assessment and Management Conference (ESREL2020 PSAM15)

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Résumé:

As stated in the framework provided by the Job Demands-Resources (JD-R) model (Bakker and Demerouti, 2008), the demand dimension corresponds to the constraints imposed by the organization such as work pressure and the resource dimension corresponds to the advantages offered by the organization such as autonomy or social support. These two dimensions of demands and resources thus counterbalance each other and define the level of work commitment and finally its consequences in terms of performance. In the context of telework, which was the rule during the period of containment due to the COVID crisis, our qualitative field survey (involving more than 80 people) revealed numerous human risks such as demotivation, difficulties in resting on clear work instructions or a loss of meaning at middle management level had a direct effect on human reliability (Dhillon, 2013) and generally on work engagement. The problem is that the risk of a decline in work commitment is not something visible to the organization. We therefore propose to combine the JD-R model with the Bow-Tie method (Khakzad et al., 2012). Thus, the event becomes the work engagement, the threats, the demands (here we add the confinement) and the resources and the consequences correspond to the performance. This model is illustrated for the case of student recruitment and shows that a series of preventive controls must be put in place upfront.

How smart is your tourism ? :
Conférence ArODES
designing a maturity model for lesser-known mountain resorts

Michael Fux, Sandra Grèzes, Alain Imboden, Emmanuel Fragnière, Dominique Fumeaux

Proceedings of the 27th Conference of Open Innovations Association (FRUCT)

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Résumé:

The development of smart cities has brought enormous benefits for the improvement of services such as transport, energy, online public services and the monitoring of their use. At the same time, in the context of tourism, the concept of smart destinations also offers advantages in mountain resorts, for example by facilitating customer journeys of tourists who discover the region, by enhancing their stay through the use of smart technology and by providing them with accurate and tailored information. However, it seems that only the very highend mountain destinations have benefited from these advantages. Indeed, becoming an intelligent destination requires significant investment, digital expertise and a culture of innovation. In this research, we are looking at small, lesser-known Swiss mountain destinations for which going "smart" is currently challenging. In this article, we present a new tool for diagnosing "smart" maturity which, thanks to information and communication technologies, enables us to focus above all on the weak links that significantly affect the customers' journeys (e.g. missing the last shuttle after skiing in order to be able to return to their hotel). Applying this tool will enable such destinations to identify ways to become a smart destination that are adapted to their scale and characteristics and that will allow them to remain competitive towards more established and larger destinations.

Quasi-experiment to measure the suitability of design innovation in service processes :
Conférence ArODES
the case of autonomous vehicles for mobility service

Benjamin Nanchen, Emmanuel Fragnière

Proceedings of the 16th International Research Conference in Service Management

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Résumé:

Different methodologies exist to foster innovation. The well-known ones are Design Thinking, User-Experience Design and Service Design. What all these methodologies have in common is the user-centered principle and the iterative process. These recommend frequent testing of the product or service under development with users during the innovation process. While these tests are certainly useful, they are not sufficient to properly validate the innovation. Therefore, in this paper, the combination of pre-experimental and quasi-experimental methods is proposed to validate an innovation and its implicit assumption that the innovation corresponds to a problem solving that significantly improves the life of users. In this research, authors demonstrate how to use pre-experiment and quasi-experiment in the design process to validate progress from one iteration to the next. This is illustrated by a case study of an autonomous vehicle as public transportation service for people with disability and reduced mobility in a touristic context.

Staging blockchain technology in the customer's journey through service design :
Conférence ArODES
a bike-sharing case study to improve quality and trust perception

Evelyn Durugy, Oussama Darouichi, Emmanuel Fragnière

Proceedings of the 2nd International Conference on Industrial Control Network And System Engineering Research

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Résumé:

Thanks to the growing trend of the sharing economy and the increased need for innovative mobility solutions, the bike sharing sector has gained considerable importance. However, the privacy of the participants is at risk as their user and travel profiles are not only collected and used by bike sharing service providers. In addition, for the bike share provider, problems have arisen due to increased vandalism and theft of the vehicles on offer. Therefore, this experimental study shows why Blockchain could solve this problem by eliminating dependency on third parties and allowing an economical and user-friendly mode of transport between participants directly. As part of this research, we have "staged" the blockchain through service design in the context of bike sharing. Blockchain will only demonstrate its value when integrated into real service experiences. Our main conclusion is that "blockchain staging" is more important than the technological dimension of smart contracts.

Assessing a digitalised citizen consultation platform based on a qualitative survey :
Conférence ArODES
the case of Valais canton's new constitution

Emmanuel Fragnière, Vincent Grèzes, Martine Hofstädter, Dominic Juon, Sherine Seppey, Randolf Ramseyer

Proceedings of the 18th International Conference e-Society 2020

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Résumé:

The practice of citizens' democratic rights and duties must be questioned at a time when many of our daily customs and rituals are being challenged and redefined by the digital revolution. While retailing has already profoundly altered our daily interactions, any practice related to the exercise of democracy remains very traditional and this seems to be at the root of an ever-increasing disinterest in politics, especially among young people. We had the opportunity, through a qualitative survey, to study this theme in relation to the complete revision of the Constitution of the Canton of Valais in Switzerland. The latter follows a democratic process in which 130 citizens of Valais were elected to revise the Constitution. In addition, a consultation was put online on a platform as a pilot project from 7 November 2019 to 5 January 2020 with the aim of encouraging citizen participation and thus giving a voice to all the inhabitants of Valais. In this paper, we present the main elements of this qualitative survey based on the technique of "hypothetical scenarios", conducted among 20 Valais residents interested in politics (the majority of the interviewees did not use the online platform, a minority did, and some of the interviewees are “stakeholders” linked to the Constituent project). In addition to the survey based, we also carried out a "netnographic" analysis using the 1,235 contributions left on the platform during the pilot project period. The analysis of the transcripts made on the basis of the semi-directive interviews shows an interest in these digital citizen platforms. However, the respondents recognise that the citizens' platform is a first test and that more innovation and testing in this area is needed to involve people who are not currently participating in the democratic debate. This is somewhat confirmed by our netnography, as all the content of the platform has been produced by people with a proven political culture.

Emotion regulation as risk management for industrial crisis resolution :
Conférence ArODES
an MDP model driven by field data on interpersonal emotion management (IEM)

Corinne Post, Francesco Moresino, Emmanuel Fragnière

Proceedings of 2020 9th International Conference on Industrial Technology and Management (ICITM)

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Résumé:

Existing risk control systems seeking to evaluate and alleviate the negative outcomes of industrial production crises typically fail to consider the role of human factors, such as managers' interpersonal emotion management. Yet, literature in applied psychology shows that leaders elicit very different reactions from others as a function of leaders' abilities to regulate their emotions and those of people around them, particularly in times of crisis. Unfortunately, these two research communities tend to work in silos. Consequently, this research aims at developing a decision-making meta-model for addressing production crises that relies on both management science and applied psychology. A practical production crisis decision model is developed that couples the formalized decision making framework of a Markov Decision Process (MDP) with empirical data on interpersonal emotion management. This model is applied to cases of production crises or disruptions where managers use different levels of Interpersonal Emotion Management (IEM).

Crowd behaviour modelling developments through mixed integer programming :
Conférence ArODES
the case of airport queue management

Mahdi Doostmohammadi, Emmanuel Fragnière, Rosanna Holdsworth

Proceedings of 2020 9th International Conference on Industrial Technology and Management (ICITM)

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Résumé:

Crowd behaviour is difficult to predict and might not be easy to translate. A number of mathematical and psychological models are proposed in the literature to investigate crowd behaviour. In this paper, we exploit mixed integer programming to model crowd behaviour with multiple time periods. This research improves upon methods by Breer et al. (2015) for determining the number of active agents and solving the problem of reducing this number by controlling reputations in a single period, under the added assumption of a reputation model of interactions (Granovetter, 1978). Thus, this paper goes on to extend the single period reputation control problem and solution to the case of multiple time periods. This class of problems requires a mixed integer program to be solved several times with a varying constraint and a varying number of variables. This model is then supported by a promising case study of queue management at airport security gates.

2019

Designing digitalised loyalty programs to encourage a sustainable behaviour of tourists in Alpine destinations
Conférence ArODES

Eliane Lörstcher, Emmanuel Fragnière

Proceedings of the 2nd International Conference on digital, innovation, entrepreneurship & financing

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Résumé:

Customer loyalty programmes are considered a common marketing tool in tourism. It is argued that loyalty programmes increase the revenue, others doubt the effectiveness. Since tourism is one of the fastest growing industries in the world and therefore, has a huge impact on people, economy and environment, the aim was to identify how sustainability in a hotel and its periphery might be a helpful strategy to induce loyalty – which also would increase the tourism’s sustainability itself. A theoretical approach was used. Based on a thorough literature review in order to determine the state of the art of research related to customer loyalty programmes and sustainability, a priori hypotheses was generated. Resulting from this, a model was created that shows how sustainability in a hotel and its periphery might be a helpful strategy to induce loyalty – which also would increase the tourism’s sustainability itself. It is limited by the assumption that the introduced sustainability is having a positive effect on the customers’ loyal behaviour. Further research might be necessary in order to put the theory to test and find out how much positive impact sustainable hotels really have.

Reinventing tourism office through service design in the digital age :
Conférence ArODES
the case of Saillon in the Swiss Alps

Angela Puppini, Marc Garcia Fortuny, Blaise Larpin, Gabriel Premand, Emmanuel Fragnière

Proceedings of the 2nd International Conference on digital, innovation, entrepreneurship & financing

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Résumé:

The medium mountain tourism offices were created in the 1970s and no longer correspond to the regional development context of today and the future. Based on the case study of the picturesque village of Saillon, well known for its thermal baths, we revisit the grammar of the tourist experience. At a time when mass tourism is being criticized, awareness of climate change is high, we have reworked the fundamentals of welcomimg based on ancestral codes of hospitality. In particular, we offer a tourism office of the future, which includes a self-service section open 24 hours a day, 7 days a week using digitisation touch points. The tourist office also functions as a "conductor" and integrates the notion of welcoming network through signage throughout the village to showcase its most beautiful assets. This concept will very soon be implemented in the near future and will become a model that could be generalized for midmountain destinations.

On the benefit of mixing varied professional skills to better handle improvisation phases in crisis management :
Conférence ArODES
a qualitative survey conducted in Geneva and Valais

Emmanuel Fragnière, Dimitri Konstantas, Jean-Jacques Kohler

Proceedings of the 4th International Conference on System Reliability and Safety (ICSRS)

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Résumé:

Much research has been published on risk management, business continuity, crisis committees and resilience. There is not a day in the press when an event requiring crisis management is not reported. We have therefore taken an interest in the composition of a crisis team. To this end, we conducted semi-directive interviews to understand what were the important elements in the composition of a crisis team to better manage the unexpected. It appears that experience takes precedence over the hierarchical level of the involved individuals. It even seems preferable not to involve or at least to limit the number of members of the upper management. Although our study shows the benefits of simulations, stress test scenarios, the composition of the crisis team has to be better integrated especially to take into account emerging risks such as cyberattacks where improvisation plays a crucial role.

Vers une dissonance cognitive due à une mauvaise compréhension du potentiel de l'IA :
Conférence 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

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Résumé:

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.

Determining the main variables to measure human risk in organizations :
Conférence 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

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Résumé:

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.

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

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

Proceedings of the XXIX International RESER Conference 2019

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Résumé:

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.

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 :
Conférence 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

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Résumé:

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.

Developing a quasi-experimental research design framework using analogue observation to evaluate the performance of a Living Lab output
Conférence ArODES

Benjamin Nanchen, Emmanuel Fragnière, Patrick Kuonen, Joëlle Mastelic, Randolf Ramseyer, Henk Verloo

Proceedings of the OpenLivingLab Days (OLLD) 2019

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Résumé:

Since its introduction in the nineties, the concept of Living Lab has evolved from a space where technological innovations is tested directly by users for an innovation eco-system. The creation of the European Network of Living Labs (ENoLL) in 2006 characterizes this evolution. Although Living Lab are well disseminated around the world, there is a lack of consensus on how a Living Lab should be organized (macro level), which types of projects are considered as Living Lab projects (meso-level) and which methods should be used (micro level) (Schuurman, et al., 2015). Furthermore, Living Lab need tools to evaluate the performance of its output (Schuurman, et al., 2015). Therefore, we developed here a quasi-experimental research design framework using analogue observation to evaluate the performance of a Living Lab output. In this paper, we illustrate how to operationalize this research design framework in a case study that aims at introducing Autonomous Vehicles (AVs) in a city in Switzerland.

The Swiss dual vocational system for active adults to occupy a managerial position :
Conférence ArODES
a qualitative survey conducted in Switzerland

Daniel Amrein, Béatrice Girod Lehmann, Emmanuel Fragnière

Proceedings of the 9th Academic International Conference on Multidisciplinary Studies and Education (AICMSE) 2019

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Résumé:

The apprenticeship of a profession in Switzerland was designed for young people who left compulsory school around the age of 15. Many of those who have benefited from this apprenticeship now have a very specialized job and often require managerial skills to lead a team. In this study, we wanted to explore the notion of management apprenticeship for adults. Our fieldwork (20 semi-directive interviews) focuses on former students of our Master of Advanced Studies in Business administered by the University of Applied Sciences Western Switzerland over the past 10 years. This program has the particularity that 40% of our students do not need a BSc to obtain a postgraduate diploma (MAS) in management. Our findings help to explain why and how this mix of graduate and non-graduate students in a continuing education context offers adults identical assets to traditional apprenticeship with the prospect of occupying a managerial position in their organization.

Digitized governance to mitigate human-related risks
Conférence ArODES

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

Proceedings of the 18th International Conference on Informatics in Economy

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Résumé:

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.

Fieldwork analysis of figurants' involvement in an airplane crash simulation in order to improve the realism of the exercise
Conférence ArODES

Emmanuel Fragnière, Benjamin Nanchen, Randolf Ramseyer, Patrick Kuonen, Blaise Larpin, Pierre-Yves Roh, Rolf Wilk

Proceedings of the 8th International Conference on Industrial Technology and Management (ICITM) 2019

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Résumé:

Aircraft crash simulation is a mandatory exercise for all international airports. The procedure of such a simulation is that a set of figurants play out a given plane crash scenario. Then, all professional bodies-such as police, fire brigades, medical care professionals, airport staff, and airline companies-react to the figurants' role play. The quality of the overall problem resolution is evaluated by the national civil aviation regulator. We postulate that the closer the figurants' staging corresponds to reality, the more relevant the simulation exercise will be in training professionals involved in resolving an actual accident. To our knowledge, very little literature focuses on improving the performance of figurants (research objective). In this research, we conducted a fieldwork study (methodology) during a recent official exercise at Sion Airport in Switzerland. Based on the fieldwork analysis (results), we propose a new staging model (findings) to improve similar simulation exercises (implication).

2018

Using phenomenology to assess risk perception of a new technology in public transportation the case of the autonomous vehicles as mobility as a service (MaaS) in Switzerland
Conférence ArODES

Randolf Ramseyer, Francesco Maria Cimmino, Lionel Emery, Sandra Grèzes, Vincent Grèzes, Benjamin Nanchen, Emilie Simon, Emmanuel Fragnière

Proceedings of the 3rd International Conference on System Reliability and Safety (ICSRS) 2018

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Résumé:

In the mobility sector, a large number of new technologies such as autonomous vehicles (AVs) and services (e.g. carpooling) are emerging. AVs involve not only passengers, but also authorities, manufacturers, public transportation companies, law enforcement officials, drivers, pedestrians and shopkeepers. Applying phenomenology - the description of a phenomenon's live experience [1] - to this case of Mobility as a Service (MaaS) contributes to understanding its complexity and provides insights of users' perception of risk related to the AVs. This new technology brings many opportunities to improve our mobility system. Identified potential risks can affect the efficiency and the perception of the service. In this exploratory research, we have employed a technique called experimental phenomenology to identify these risks. The major advantage of this approach is to take into account the perception of passengers as a driver for design.

A critical incident drill based on service design to improve digitization acceptance of processes in air traffic management :
Conférence ArODES
an organizational test conducted at Skyguide involving an external IT provider

Emmanuel Fragnière, Randolf Ramseyer, Patricia Bomme

Proceedings of the 3rd International Conference on System Reliability and Safety (ICSRS) 2018

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Résumé:

The digitalization of business processes implies important changes in the organization of air traffic control companies. In this research, we have developed an original critical incident drill approach based on service design techniques combined with risk management. The aim is to take into account the co-production elements inherent to any complex service system and also the necessary interplay between explicit (information) and tacit (know-how) knowledge. The critical incident drill begins with a preparation where immersion episodes and modeling of new digital processes by the service blueprint allows to imagine coherent and coordinated interactions between human expertise, information system and any external IT provider. Once ready the new process is simulated in real size and conditions. Co-creation between stakeholders makes it possible to conduct a relevant analysis of the risks as well as opportunities for improvement. This approach has been used successfully by skyguide to test and implement new air traffic management digitalized processes.

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

Magali Dubosson, Emmanuel Fragnière, Denis Rochat

Proceedings of the 28th RESER Conference

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

Magali Dubosson, Emmanuel Fragnière, Denis Rochat

Proceedings of the 28th RESER Conference 2018

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Résumé:

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.

An “à la Ansoff weak signal” feedforward control for pharmaceutical distribution
Conférence ArODES

Deborah Glassey-Previdoli, Jean-Christophe Metz, Emmanuel Fragnière

Proceedings of the 7th ICITM, 2018

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Résumé:

Feedforward controls (i.e., preventative controls), as opposed to classical feedback controls (i.e., corrective controls), are based on the early detection of risks and the implementation of solutions before damage occurs. However, despite their inherent advantages (e.g., increasing the flexibility of supply chains), feedforward controls remain underdeveloped in the pharmaceutical distribution sector, largely due to the tediousness of identifying applicable anticipatory indicators. To properly anticipate the achievement of business objectives, in our in-depth case study of a Swiss wholesale distributor of pharmaceutical products we relied on the notion of weak signals as conceptualized by Ansoff to develop a conceptual framework of feedforward. We identified a weak signal that showed more occurrences of error when less versatile employees were involved in executing tasks. The standard operating procedure for customer complaint management was recently adapted to include a feedforward control based on the weak signal.

2017

An ethological experiment to improve airport security gate process reliability :
Conférence ArODES
understanding time perception and personal awareness of older adult travelers

Emmanuel Fragnière, Francesco Maria Cimmino, Lionel Emery, Matthieu Héritier, Michael Kambly, Benjamin Nanchen, Randolf Ramseyer

Proceedings of the 2nd International Conference on System Reliability and Safety (ICSRS) 2017

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Résumé:

This research project aims to improve the management and reliability of airport security gate procedures by redesigning passenger queues based on human ethology methodologies. While queues have been studied from many angles, a scientific contribution based on a human ethology approach proposing regulation of queue dynamics to improve security effectiveness seems to be novel. Queueing behaviors, observed in previous fieldwork, led to the hypothesis that queue structuring can have a positive impact on wait time perception. This hypothesis was operationalized, according to ethology experiment design, through a passenger queue simulation. The data collected (n=140) confirmed the hypothesis. Average perceived time was lower for passengers who put items to be X-rayed on the belt in a specified order, along with higher personal awareness compared to the usual case where no order is imposed. Although this research is exploratory, we have been able to provide airport security management with some practical insights.

Service blueprint model :
Conférence ArODES
a tool to improve the co-creation process in living labs

Lucien Papilloud, Randolf Ramseyer, Joelle Mastelic, Emmanuel Fragnière

Proceedings of the OpenLivingLab Days 2017

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Résumé:

Living Labs (LL) are complex multi-stakeholders ecosystems of innovation. When co-creating a service, each actor has his own strategic agenda. Finding a common ground for co-creating a service is not an easy task and requires tools to facilitate and structure the reflection. This paper examines how “service blueprinting” techniques can contribute to improve the co-creation process in a living lab setting and develop a common ground. To our knowledge, this service development method has never been tested in a living lab process and no integrative analysis of this case has been conducted so far. The aim of this paper is to test this tool, thus creating bridges between service design (SD) science and Living Labs. To test this process, a first generic blueprint of the existing service has been designed, before organising a multi-stakeholder focus group, based on the Quadruple Helix Model, in order to develop the new service. The context of the case study is to develop a service to facilitate the energy transition but it could be tested in different sectors as well. The main findings are that the combination of these two approaches (LL and SD), launches the dialogue, contributes to set a common vision in a multi-stakeholders' ecosystem and forces the participants to integrate implementation constraints right from the beginning of the co-creation process. Even though Living Lab approaches are employed rather upstream of the innovation process and blueprinting methods more down-stream, top-down planning and bottom-up participation could be complementary when combined.

Human risk and its relationship to value destruction through internal fraud :
Conférence 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

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Résumé:

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.

2016

How human risk could lead to value destruction in services :
Conférence 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

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Résumé:

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.

2015

Coupling techno-economic energy models with a share of choice
Conférence ArODES

Francesco Moresino, Emmanuel Fragnière, Roman Kanala, Adriana Reveiu, Ion Smeureanu

Proceedings of the IE 2015 International Conference

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Résumé:

Classical energy planning models assume that consumers are rational and this is obviously not always the case. This paper proposes an original method to take into account the consumer’s real behavior in an energy model. It couples a classical energy model with a Share of Choice model.

2014

Long term energy and environmental planning models driven by perceived value of energy services :
Conférence ArODES
mixing technoeconomic models with behavioral approaches

Emmanuel Fragnière, Metin Caliskan, Roman Kanala, Francesco Moresino, Ion Smeureanu

In : Proceedings of the 53rd Meeting of the Euro Working Group on Commodities and Financial Modelling (EWGCFM) and 2nd International Conference of the Research Centre for Energy Management (RCEM), Chania, 22-24 of May 2014. London : Research Centre for Energy Management, 2014.

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2011

Development of pricing models for intangible services based on conjoint analysis and mathematical programming : a case study about the design of credit card services in China
Conférence ArODES

Emmanuel Fragnière, Francesco Moresino, Zheng Nan

SRII Global Conference (SRII), 2011 Annual, 2011, p. 653-662

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2010

Conjoint analysis experimental design for services involving multiple options
Conférence ArODES

Emmanuel Fragnière, Francesco Moresino, Neda Javanmardi

Proceedings of the 2010 IEEE International Conference on Service Operations and Logistics and Informatics (SOLI), p. 1-6

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2009

Services pricing : a shared grid case study
Conférence ArODES

N. Abdennadher, A. Agrawal, Emmanuel Fragnière, Francesco Moresino

Proceedings of the IEEE International Conference on Service Operations and Logistics, and Informatics, 2009, p. 323-328

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2008

The concept of shadow price to monetarize the intangible value of expertise
Conférence ArODES

Emmanuel Fragnière, C. Heitz, Francesco Moresino

Proceedings of the IEEE/INFORMS International Conference on Service Operations and Logistics, and Informatics, 2008, vol. 2, p. 1736-1741

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2007

Technologies for collaborative business processes and management of enterprise information systems
Conférence ArODES

Catherine Equey, Emmanuel Fragnière

In : SADIQ, Shazia (ed.) et al. Proceedings of the 2nd International Workshop on Technologies for Collaborative Processes and Management of Enterprise Information Systems : TCoB & MEIS 2007 in conjunction with ICEIS 2007, June 2007, Funchal, Portugal. [Setúbal] : INSTICC Press, 2007. P. 43-51

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2006

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

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

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