Anne-Francoise Audrain-Pontevia- Phd, Hec Paris
- Professor at University of Quebec in Montreal
Anne-Francoise Audrain-Pontevia
- Phd, Hec Paris
- Professor at University of Quebec in Montreal
About
59
Publications
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Introduction
Current institution
Additional affiliations
May 2013 - December 2013
Publications
Publications (59)
This research aims at analyzing and understanding the attributes-overall satisfaction links (A-OSL) for a service. To date, marketing managers tend to assume that these links are linear, even though scholars have for at least two decades pointed out that they can often be non-linear as well as asymmetric (Kano, Seraku, Takahashi and Tsuji 1984; And...
Cette communication a pour objet de préciser le concept de satisfaction des consommateurs, en particulier par rapport à des concepts faisant l’objet d’un intérêt croissant tels que la valeur perçue par le client et la confiance.
This communication aims at specifying the consumer satisfaction concept, in relation to other concepts which are experien...
Cet article propose un état de l'art des recherches portant sur les relations entre les attributs et la satisfaction pour un objet donné. Elle présente les également les méthodes qui permettent d'identifier ces relations
This study examines commercial rumors from the perspective of marketing managers. American and French respondents (N = 133) completed a rumor questionnaire intended to assess the prevalence and types of commercial rumors that reach their ear, the severity of rumor effects, the effectiveness of rumor control tactics, and the psychological and situat...
Purpose
Although well documented for physical stores, consumer motives for buying apparel online have been poorly investigated. Drawing on the social exchange theory (SET), the authors tested a framework that relates time savings, effort savings and money savings to satisfaction, e-loyalty and e-word-of-mouth (e-WOM).
Design/methodology/approach
A...
Background
In chronic mental illness, noncompliance with treatment significantly worsens the illness course and outcomes for patients. Considering that nearly 1 billion people worldwide experience mental health issues, including 1 of 5 Canadians in any given year, finding tools to lower noncompliance in these populations is critical for health care...
BACKGROUND
Non-compliance to treatment is known to be critical in mental healthcare services. Yet, improving patient compliance with mental health issues remains an issue. Today, mental health apps are becoming increasingly used by individuals living with mental health disorders. These apps are supposed to facilitate patient empowerment, which woul...
The Internet of Things (IoT) is emerging as a significant development in information technology that aims to link the digital world with the real world to improve human life. IoT refers to digital tools collecting data and providing hyper‐personalized information to its users. With the rapid integration of the IoT in the healthcare sector (HIoT), i...
This study investigates the relationship between in-store social atmospherics (crowd and employees), satisfaction, and intention to revisit the store and word-of-mouth. We propose a conceptual framework based on the SOR model, considering crowd and employees as the stimuli, satisfaction as the internal response, and intention to revisit and word-of...
While eHealth, and especially its two constitutive technologies of mobile health (mHealth) and Health Internet of Things (HIoT), is rising in importance due to unparalleled patient self-management opportunities, raising issues and concerns also emerge regarding user acceptance and use of those technologies. Privacy, security, and other trust-relate...
Purpose
The purpose of this paper is to identify which loyalty programme (LP) benefits are most likely to create consumer gratitude and increase loyalty towards the brand for consumer goods and services loyalty schemes.
Design/methodology/approach
French-speaking Quebecer (Canada) members of retail LPs answered an online survey. The S-O-R framework...
L’accessibilité aux soins de santé est une problématique importante au Québec. Aujourd’hui, le développement des technologies dans le secteur de la santé offre des possibilités intéressantes pour améliorer l’accessibilité aux soins de santé. L’objectif de cette recherche est d’identifier les options qu’offre la santé numérique pour améliorer l’acce...
Relying on the cognitivist cost–benefit approach, this research investigates the antecedents of consumer boycotts. It examines the effects of poor performance on corporate social responsibility (CSR) dimensions (i.e., respect for the environment, ethics statements, philanthropic activities, respect for consumers, and respect for employees) on consu...
This research investigates the effects of loyalty programs non-monetary benefits on customer gratitude, as well as the effects of gratitude on customer referral and purchase intent. Though loyalty programs are frequently used in the retail industry, little is known regarding their effects on customer gratitude, in spite of the importance of gratitu...
Background: Over the past 50 years, patient noncompliance has appeared as a major public health concern and focus of a great
deal of research because it endangers patient recovery and imposes a considerable financial burden on health care systems.
Meanwhile, online health communities (OHCs) are becoming more common and are commonly used by individu...
BACKGROUND
Over the past 50 years, patient non-compliance has appeared as a major public health issue, because it endangers patients’ recovery and imposes a considerable financial burden on healthcare systems. Meanwhile, online health communities (OHCs) have known considerable developments and have been posited as facilitating compliance. D espite...
Understanding the Interaction of Patient Members of the Online Health Community and Its Impact on the Patient-Physician Relationship
This research investigates the emerging field of digitalized health and particularly of the virtual healthcare communities. The goal is this research is to study the causal relationships between credibility and attitu...
This research investigates the effects and relationships between three antecedents of patient compliance with treatment regimens: patient empowerment, patient satisfaction and patient commitment to the relationship with the physician. Drawing on the healthcare and relationship marketing literatures, we propose and test six hypotheses on a Canadian...
Ce papier s'intéresse aux effets des perceptions des consommateurs envers la mise en place d'une démarche de responsabilité sociale de l'entreprise (RSE) dans le secteur du commerce de détail. À l'aide d'une enquête effectuée auprès des 301 consommateurs canadiens, ce papier examine les effets de quatre dimensions de la RSE perçue par les consommat...
Objectives: Online Health Communities (OHCs) are increasingly being used by patients in the Web 2.0 era. Today’s patients have instant access to a great deal of medical information and contacts. Despite the considerable development of OHCs, little is known regarding the impact on the patient–physician relationship. This research aims at filling thi...
Cette recherche s'inscrit dans le cadre du développement de la digitalisation de la santé et de l'émergence de communautés virtuelles de santé. Elle vise à étudier les relations causales entre la crédibilité et l'attitude à l'égard de plateformes virtuelles de santé ainsi qu'entre la confiance et l'attitude vis-à-vis du médecin. Un questionnaire a...
The diffusion of the Web 2.0 has made it possible for patients to exchange on online health communities, defined as computer-mediated communities dedicated to health topics, wherein members can build relationships with other members. It is now acknowledged that online health communities provide users not only with medical information but also with...
Combining conceptual, pragmatic and operational approaches, this edited collection addresses the demand for knowledge and understanding of IT in the healthcare sector. With new technology outbreaks, our vision of healthcare has been drastically changed, switching from a ‘traditional’ path to a digitalized one. Providing an overview of the role of I...
This preliminary research investigates the effects of health-care information delivered and shared on Internet through online health communities on patient–physician relationships and patients’ attitude toward their physician. To do so, we carried out a survey on e-health communities’ members. Our results highlight that members who frequently visit...
This research examines the effects of medical empowerment for online health communities’ users. Relying on an online survey, we investigate the relationships between empowerment and key relational variables: Patients’ satisfaction, trust and commitment towards their physicians. Our results, collected on 193 interviewees, indicate that online health...
Le monde de la santé connaît depuis peu des changements manifestes en ce qui concerne
la prise de pouvoir des patients sur leurs maladies ou celles de leurs proches. Internet a été un
véritable catalyseur et a permis d’ouvrir de nombreux espaces virtuels (sites Web, blogues,
réseaux sociaux médicaux…) grâce auxquels les individus commentent et écha...
Purpose
Purpose – This study examines gender differences in store loyalty and how those differences evolve with age.
Design/methodology/approach
Design/methodology/approach – Data for the study were collected in a survey of 32,054 shoppers in more than fifty grocery stores belonging to the same chain. Twenty satisfaction items were factor-analysed...
This research examines how online health communities, while providing users with computer mediated social support and empowerment, impact the patient-physician relationship. Relying on the medical and marketing literatures, six hypotheses are proposed and tested. A survey was developed and 280 responses were collected from online patient groups in...
Nouvel intermédiaire dans la chaine de valeur de la santé et situé au confluent entre le patient, le médecin et le système privé, Medaviz a été créée en 2014 par 4 associés pour occuper une niche inoccupée. L’entreprise s’est donnée pour mission de permettre à la personne présentant une pathologie d’avoir un premier conseil, un 2ème avis ou de l’in...
Rompant avec l’approche paternaliste, qui préconisait un contrôle du médecin sur le malade, l’empowerment constitue l’implication du patient dans la démarche médicale (Lemire, Sicotte, Paré, 2008). De fait, l’objectif de cette recherche est d’apprécier dans quelle mesure l’empowerment affecte la satisfaction et la confiance des patients à l’égard d...
Cette recherche s’intéresse aux bénéfices des communautés virtuelles dans le champ de la santé. Précisément, elle examine l’effet des communautés de patients en ligne (CPEL) sur la relation entre le patient et le médecin et tente de répondre à la question suivante : Les CPELs contribuent-elles à améliorer cette relation ? A cette fin, nous avons me...
Le monde de la santé connaît depuis peu des changements manifestes en ce qui concerne
la prise de pouvoir des patients sur leurs maladies ou celles de leurs proches. Internet a été un
véritable catalyseur et a permis d’ouvrir de nombreux espaces virtuels (sites Web, blogues,
réseaux sociaux médicaux…) grâce auxquels les individus commentent et écha...
This preliminary research investigates the effects of healthcare information delivered and shared on Internet through online health communities on patients – physicians’ relationships and patients’ attitude towards their physician. To do so, we surveyed 567 e-health communities’ members. Our results highlight that members who frequently visit onlin...
Le monde de la santé connait depuis quelques années des changements manifestes en ce qui concerne la prise de pouvoir des patients sur leurs maladies ou celles de leurs proches. Internet a été un véritable catalyseur au point d’ouvrir de nombreux espaces dans lesquels les individus font part de leurs pathologies. Les communautés virtuelles de patie...
This preliminary research investigates the effects of healthcare information delivered and shared on Internet through online health communities on patients – physicians’ relationships and patients’ attitude towards their physician. To do so, we surveyed 567 e-health communities’ members. Our results highlight that members who frequently visit onlin...
This research studies the strategies used by managers to cope with negative word of mouth. We investigated seven different coping strategies across French and North American managers. The results revealed that, for coping with negative word-of-mouth, managers evaluate as the most efficacious strategy that of increasing trust in the negatively discu...
This paper investigates customer dissatisfaction and complaining behaviour's effects on a large data-set for a major pure play e-tailer. It presents a theoretical framework and empirically examines twelve propositions. It first investigates the relationships between e-dissatisfaction (Web site and e-purchase dissatisfactions) on customers' exit, vo...
This research aims at analyzing and understanding the attributes-overall satisfaction links (A-OSL) for a service. To date, marketing managers tend to assume that these links are linear, even though scholars have for at least two decades pointed out that they can often be non-linear as well as asymmetric (Kano, Seraku, Takahashi and Tsuji 1984; And...
This preliminary research deals with the question of loyalty card schemes for a European grocery retail channel. It aims at identifying customers loyalty card owners satisfaction’s profiles. 30 000 customers answers to a grocery store loyalty card program are analysed. First, a principal components analysis is run on the satisfaction variables to s...
Cette recherche propose un état de l'art de l'approche "pluri-fonctionnelle" qui vise à l'identification des relations entre les attributs d'un objet et la satisfaction.
Cette communication propose un état de l'art sur les recherches consacrées à la satisfaction des consommateurs dans une perspective longitudinale. Mots clefs : satisfaction-analyse longitudinale A STUDY ON SATISFACTION DYNAMICS : RESULTS AND RESEARCH PERSPECTIVES Abstract : This communication proposes a state of the art on consumer satisfaction wit...
S’inscrivant dans le courant de recherche de la théorie bi-factorielle, selon laquelle satisfaction et insatisfaction constituent deux construits indépendants et non pas contraires, l’objet de cette présentation est d’identifier les déterminants des mécanismes de formation de la satisfaction à partir des attributs du produit ou service considéré.
This paper deals with the question of consumer satisfaction optimisation. It studies the attributes-overall satisfaction links for a utility: Electric heating on the French residential market. Based on 1607 representative consumers survey, we analyze the attributes-overall satisfaction links. Ten attributes - overall satisfaction links are studied...
