Emmanuel Fragnière

HES-SO Valais-Wallis | HES-SO · Institut für Tourismus

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,...

This study explores the complex relationship between corporate governance, risk management, and social responsibility, focusing on the impact of regulatory and market changes. It assesses the influence of the Sarbanes-Oxley Act of 2002 and the Committee of Sponsoring Organisations (COSO) Enterprise Risk Management framework on corporate governance....

The growing hype around AI follows an all-too-familiar pattern: the desire by organisations to supplant human expertise with technological tools. Service designers have a crucial role to play here as informal risk managers, guiding organisations toward an adoption of AI that enhances, rather than replaces, the human element in service.

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 perma...

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 gree...

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 benefi...

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...

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/method...

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...

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 ena...

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 literatur...

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 sec...

The notion of critical infrastructure represents for states a vital asset for the functioning of society and the economy. These critical infrastructures cover many areas such as transportation, electricity, hospitals, and recently telecommunications which are taking more and more place in our economies due to the digitalization of our society. Busi...

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 interfacin...

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 ana...

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 ana...

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...

Services make most of the value in developed economies. In knowledge-based (credence) services, during each transaction, clients look for transmission of value through advice, information, knowledge, or counselling. Providers and clients interact during the service profusion; the human nature of these transactions makes errors inevitable. This chap...

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 dimension...

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...

DOI : 10.15122/isbn.978-2-406-09230-8.p.0017 Perceived risks regarding the impact of digitalization on the future of work: Towards a gap between the concerns of academics and workers' attitudes? European Review of Service Economics and Management, 2019 – 1, p. 17- 43 Thanks to digital technologies, place and time have become less important than ev...

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 optimis...

Our research shows that the snow conditions have to be taken into account for introducing dynamic pricing in ski resorts. In fact, our statistical conjoint analysis indicates that this is the main factor influencing the client to go or not to go in a ski area. It is for example twice more important than price. As a matter of fact, today, not a sing...

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 th...

In the field of mobility, the arrival of autonomous transport systems is increasing. It is therefore essential to take into account the factors that will have an impact on the adoption of these systems by users. In general, for the implementation of a technology to be successful, the service provided by it must improve the comfort and safety of the...

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 in-volvement. 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...

Electronic voting is enjoying growing interest within the scientific community. However, the focus is on systems (algorithms, mathematical cryptographic models, user experience, reliability, traceability, security, etc.). Consequently, the purpose of this exploratory research on e-voting is not to address aspects that have already been well-studied...

PERCEIVED RISKS REGARDING THE IMPACT OF DIGITALIZATION ON THE FUTURE OF WORK Towards a gap between the concerns of academics and workers’ attitudes? It has become a widespread belief that the future of work will necessarily involve digitalization. We often only present the good aspects of digitalization, namely innovation and added value. Service...

Thanks to digital technologies, place and time have become less important than ever before. Employees have become digital nomads, benefiting from this alleged increase in flexibility. However, little effort has been put forth to understand how they feel about this change. We led semi-directive interviews of people active in the economy of services...

It has become a widespread belief that the future of work will necessarily involve digitalization. We often only present the good aspects of digitalization, namely innovation and added value. Service design, design thinking and living lab techniques are all based on the notion of co-production of new products and services, but co-production means t...

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...

Thanks to digital technologies, place and time have become less important than ever before. Employees have become digital nomads and are supposedly 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 feel...

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 speciall...

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 perceived value) in today’s globalized serv...

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 und...

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 a...

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...

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 employ...

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-dire...

A service experience corresponds to a social process in which the " production " involves both a provider and a client. This 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-...

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’...

The trusted relationship of wealth management is damaged. The financial crisis and the end of the Swiss banking secrecy have left the Swiss private banking sector with a new challenge: how to regain their disillusioned customer's faith. The time has come to reconsider what the client needs in terms of service in order to re-establish long term loya...

Wenn es darum geht, neue Sportschuhmodelle oder zeitgenössische Möbel zu entwerfen, ist der Designer König. Wenn es darum geht, einen neuen Service zu kreieren, weiss man nicht genau wie dies geht, da der Vorgehensmodus kaum definiert und dem Zufall überlassen scheint. Gibt es dafür überhaupt einen Designer? Sie sind selten, doch auch der Service i...

Purpose The board of directors is in charge of the 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, a thorough examination of the organization and the management...

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.

Most models of production planning based on mathematical programming tend to assume constant technical coefficients. This assumption is realistic when the production is based on machines as it is the case in manufacturing. On the other hand, production planning in the service sector involves humans instead of machines. Consequently, the assumption...

In this paper, we present the results of a survey we conducted to unveil the perceptions on accounting services of managing directors of very small enterprises (VSEs) in Canton Geneva, Switzerland. 153 out of a random sample of 1,018 company directors answered our mail survey in May to June 2009. Among our results, we observe that most VSE director...

Socio-Markal was a first attempt to take into account consumer’s preferences through the modeling of a virtual technology directly in the energy model as a data set. This virtual technology would correspond to a marketing campaign for influencing people to consume less energy by changing their behavior or by choosing more efficient energy technolog...

The Geneva Private Banking sector has suffered two major shocks in the past five years. The financial crisis and the end of the Swiss banking secrecy have presented this highly sensitive area of service with a new challenge: how to regain their disillusioned customer's faith. The time has come to reconsider what the client needs in terms of service...

Optimisation models for energy environmental planning based on the concept of economic equilibria share a common flaw that stems from their neoclassic roots: hypothesis of a perfect information and hypothesis of perfect economic rationality. A way to circumvent this issue consists in soft-linking data from sociological surveys that determine techni...

MARKAL is an energy-environment optimisation framework based on the concept of economic equilibria. Social MARKAL is an extension elaborated to put in competition tangible technologies with consumer behaviour described as virtual technology. In this paper, application of a concept initially used for residential lighting is extended to an another te...

http://www.deboecksuperieur.com/ouvrage/9782804174989-letude-de-marche-en-pratique Les études de marché sont très présentes dans notre société et sont devenues un outil de base pour l'établissement ou l'affinage de stratégies d'affaires. Loin d'être confinées au domaine du marketing, les études de marché sont aussi largement utilisées dans le dom...

Socio-MARKAL is a framework elaborated to include behavioural parameters into energy optimisation models based on the concept of economic equilibrium. This article deals with first insights on issues when passing from MARKAL model to TIMES model and from the scope of a city (Nyon) or region (Geneva) to a country model of Romania, drawing directions...

This chapter introduces an innovative approach that combines the deductive method used to construct normative energy-economy models and the inductive method of social sciences. Consumer behavior is described via technological attributes and used in virtual process technologies in an energy optimization framework. The main finding is that it is poss...

This chapter presents practices and regulatory policies regarding short selling in Latin America. Unlike developed economies where portfolio optimization techniques work well to assess the appropriateness of short selling strategies in stock markets, Latin American economies have particular structural features that complicate the regulatory environ...

In the wake of the stock market turmoil of 2008, market regulators all over the world started imposing restrictions on short selling. This chapter examines the restrictions on short selling France, which introduced a naked short selling ban and disclosure regime for financial stocks. The study shows that the overall effect of the short selling ban...

We propose a new integrated model for pricing airline tickets that takes into account the perceived value of multiple services associated with a given flight. For instance, clients perceive benefits on different attributes such as refund options, baggage allowances, time slots, days of operations, Web check-in services, as well as airline brand. Th...

If we are to undertake a human-centric approach to service design, then understanding human behaviour is a key component to designing the services people use. Apart from the behavioural and social sciences, theatre provides an important set of tools for making tangible the invisible, implicit, yet essential elements that make up a service encounter...

Regulations around the world are forbidding incandescence bulbs in an attempt to curb electricity consumption. However, lighting occupies a very small share in the total electricity consumption. The replacement technology, mostly fluorescent bulbs count among drawbacks a negative impact on human health and increasing issues for their ecological eli...

Empirical findings show that the success of marriages and other intimate partnerships depends on objective attributes such as differences of age, cultural background, or educational levels between partners. However, one previous publication that considers the marriage market as a stock to be optimized using a branch and bound algorithm triggered nu...

During the recent worldwide financial crisis, service companies realized the magnitude of managing risk improperly. Research has shown that enterprises usually set up systems of formal controls because they believe such systems are the most effective way to deal with risk. But they often neglect to consider tacit, or more informal, control systems....

The automobile insurance is a massive sector of the whole property insurance industry in China. However, there is a big deficit in this huge market. Since the existing pricing models are only based on the cost and risk factors, we propose a share of choice model based on conjoint analysis and mathematical programming that combines consumers' percep...

A service experience corresponds to a social process whose “production” involves both a provider and a client. This production process that leads to a problem resolution does not follow a linear sequence, as in the case of industrialized organizations. Through ethnomethodology, we are able to “tangibilize” the social codes and systems of beliefs th...

Management today is under increased pressure to run businesses efficiently and to comply with numerous and increasingly demanding regulations. The auditing of management represents a powerful tool that could be used to avoid mistakes, and aid in continuously improving team members’ skills and competencies. However, in practice, management audits ar...

In this study, we examine the perceptions of individual shareholders during Swiss annual general meetings (AGMs). Using AGMs as a corporate governance device has become ineffective; a panel of experts has called on small shareholders to increase their involvement in order to improve meeting efficacy. We designed a theatre-based experiment with 149...

The purpose of this paper is to contribute to the theoretical work on service-perceived risk management of knowledge-based services (i.e., intangible and heterogeneous) and experience-based services and to suggest a framework that helps to formalize these risks and the value associated with their management, by arguing that this risk management rel...

The specific attitudes and behaviour of individuals in a given society must be properly understood in order to develop adequate and relevant public policies regarding water consumption. For this reason, we conducted a survey to measure the perception of the Geneva population regarding the main social aspects of water consumption. Our sample, collec...

Due to the intangible and heterogeneous natures of services, classical control approaches might not provide the relevant safeguards to enable a typical bank to reach its objectives. Knowledge-based services result from diagnoses and evaluation performances whose value and quality levels are complex to measure as they are essentially based on percep...