EM Strasbourg Business School

TEACHING STAFF
version française
Françoise SIMON
Associate Professor
Field : Marketing
Page 1
Personal website : http://www.strategiesclient.com/membres/
TEACHING FIELDS
Marketing fondamental
Marketing de la relation client
Communication publicitaire
Comportement du consommateur
RESEARCH TOPICS
Marketing de la relation client - Communication relationnelle - Acceptation des dispositifs communicationnels
automatisés - Marketing direct
EXPERIENCES
Responsable marketing et directeur commercial dans des entreprises de service (1994-2005)
Diplômée de ENSPTT Paris - filière Administrateur (1991-1994)
Academic articles / Management and economics / Section 37
"Consumer adoption of No Junk Mail stickers: an extended planned behavior model assessing the respective role of
store flyer attachment and perceived intrusiveness" , Journal of Retailing and Consumer Services, Vol. 29, March 2016
[FNEGE rang 3]
"A relational approach to direct mail consumption: The perspective of engagement regimes" (with Andrews, Lynda),
European Journal of Marketing, Vol. 49, n° 9/10, December 2015 [CNRS cat.3 / HCERES / FNEGE rang 3]
"The relative impact of gratitude and transactional satisfaction on post-complaint consumer response" (with Tossan, V.,
Connan-Ghesquiere, C., doi 10.1007/s11002-013-9271-0), Marketing Letters, Vol. 26, n° 2, June 2015 [CNRS cat.2 /
HCERES / FNEGE rang 2]
"The influence of empathy in complaint handling: evidence of gratitudinal and transactional routes to loyalty" , Journal of
Retailing and Consumer Services, Vol. 20, n° 6, 2013 [FNEGE rang 3]
"The experiential aspects of online search information for new customers to a Web site" , Canadian Journal of
Administrative Sciences - Revue Canadienne des Sciences Administratives, Vol. 27, n° 4, 2010 [FNEGE rang 3]
"Intensité de la recherche d'information et expérience de consommation sur Internet : le cas d'une primo-visite" ,
Systèmes d'Information et Management, Vol. 13, n° 1, 2008 [FNEGE rang 2]
"L'attachement au catalogue de vente à distance : une approche relationnelle du média commercial" , Revue Française
du Marketing, Vol. 219, 2008 [FNEGE rang 4]
"Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over
self-service technology" (with Usunier, Jean-Claude), International Journal of Research in Marketing, Vol. 2, 2007
[CNRS cat.2 / HCERES / FNEGE rang 1]
Academic articles (other journals)
"The contribution of gratitude to satisfaction models for complaining customers" (with C. Connan-Ghesquière, V.
Tossan), Customer & Service Systems, Vol. 1, n° 1, septembre 2014
"La préférence individuelle pour un format communicationnel : entre fragmentation identitaire et construction de la
continuité" , Communiquer, Vol. 3-4, 2010
Chapters in research books
"Managing Interactional Performance in E-Government", in : , Digital Democracy: Concepts, Methodologies, Tools, and
Applications, Information Resources Management Association, IGI Gobal, 2012, 1347-1366,
Papers presented at academic association conferences
"A TYPOLOGY OF DECLINERS OF NO JUNK MAIL STICKERS", 19th World Marketing Congress, PARIS, 2016
"CONSUMER ADOPTION OF NO JUNK MAIL STICKERS: AN EXTENDED PLANNED BEHAVIOR APPROACH ",
32ème congrès de l'Association Française de Marketing, 2016
"Offre promotionnelle mono-mécanisme de réduction des prix et frais de livraison offerts : Les effets sur le gain perçu et
l'erreur d'estimation du gain perçu", 32ème congrès de l'AFM, 2016 (with Agnès Walser-Luchesi, Sylvie Hertrich)
Page 2
"COMMUNICATION PERSONNALISÉE ET GRATITUDE VIS-À-VIS DE LA MARQUE : UNE APPROCHE PAR LES
VALEURS DE CONSOMMATION MÉDIATIQUES.", Journée de la Recherche en Marketing du Grand Est, Reims, 2016
"Différenciation des effets médiateurs de la gratitude et la satisfaction transactionnelle sur les réponses du client
réclamant : le rôle modérateur de l'attitude vis-à-vis de la marque", Congrès de l'Association Française de Marketing,,
2014
" A relational approach to letterbox ads consumption: the role of individual engagement regimes",
French-Austrian-German Workshop on Consumer Behaviour Consuming in New Ways in a Changing World, , Paris,
24-25 avril, 2014
Other conferences/Other presentations
"Gratitudinal and behavioral responses to relationship investment perceived values: can brand commitment be a
moderator ?", 4th French-German Workshop on Consumer Empowerment and Transformative Services, 2015,
"Simon F. (2014). Consumer Transformative Communicational Value model: Understanding agency and wellbeing
derived from brand communication facilities.", French-German Workshop "Is the digitally empowered customer a happy
customer?", Université de Montpellier, 12-13 mai 2014. , 2014,
"The contribution of gratitude to satisfaction models for complaining customers", Workshop , Karlsruhe, Allemagne,
January 2013, (with C. Connan-Ghesquière, V. Tossan)
Organization of scientific meetings
Membre du comité scientifique du colloque « La mise en scène des produits et des marques : significations,
représentations, publics », Université de Lorraine et animatrice de session , Nancy, France, juillet 2013
Studies and reports
Imprimés publicitaires en boîtes aux lettres: valeurs de consommation, typologie de consommateurs et modélisation de
l'adoption du STOP PUB. , ADEME, September 2013,
Page 3