Professor Eric STEVENS - Essca
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Professor Eric STEVENS
Main department: Strategy and markets Email: eric.stevens@essca.fr
Nationality: France
RESEARCH INTERESTS
- Innovation Management
- Customer Relationship Management
- Tourism Sector
TEACHING DOMAINS
- International Marketing
- Services Marketing
- Digital Marketing
- Marketing Strategy
- CRM and E-commerce
EDUCATION
Highest degree :
2002 Doctorate in Business Administration, Business administration, Marketing,
Université de Newcastle, United Kingdom
1998 Postgraduate Certificate in Managing Consulting, Brunel University
London, United Kingdom
1983 Master of Marketing and Communication, Université Panthéon-Sorbonne -
Paris 1, France
PROFESSIONAL EXPERIENCE
Academic experience
Since 2016 Professor, Services and Innovation Chair Holder, ESSCA School of
Management, France
2013 - 2016 Associate Dean for Research, ESSCA School of Management, France
2004 - 2013 Associate Dean for Accreditation, ESCEM, France
2000 - 2004 Head of Faculty and International Relations, ESC Rennes, France
1990 - 2000 Head of Marketing Department, Professor of Marketing, ESSCA School of
Management, France
Professional experience
14/02/2020 Eric STEVENS page 1/7PROFESSIONAL EXPERIENCE
Professional experience
1987 - 1990 Brand Manager Gerblé, SANDOZ, France
1985 - 1987 Marketing Manager for Saint Yorre GMS and CHR, Groupe PERRIER, France
1983 - 1985 Product manager, Unilever, France
RESEARCH ACTIVITIES
Consulting
Relevant consulting activities
1990 - 1998 Lecturer and consultant Ecole des Managers de Laval, in sales techniques,
marketing. This course leads to concrete application in small and medium
sized enterprises
Development of executive education programmes
Development of executive education programmes
2007 - 2009 Development of the e-learning International Marketing course for ESCEM’s
distance learning MBA, ESCEM, France
2004 - 2004 Development of the program “Mineur E-Business”, , ESC Rennes , France
2000 - 2004 Development and launch of an MBA program for Chinese and Indian
Speaking markets, ESC Rennes , France
2000 - 2004 Professional Training Program: CORA (retailing), Design and teaching on
“new service development”, ESC Rennes , France
1997 - 2000 Elaboration of DESS Revenue Management in partnership with Université
d’Angers, ESCEM, France
1995 - 1996 Creation in partnership with Groupe ACCOR of Yield Management Chair in
the hotel industry and services, ESCEM, France
Editorial activities
Active editorship with academic / professional publication
Since 2010 Ad hoc Reviewer, Recherche et Applications en Marketing
Other
Autre
2014 - 2019 Jury member for thesis prize, Association Nationale des Docteurs en
Sciences Economiques (ANDESE)
Service to the academic discipline
Active participation in a research consortium
2015 - 2019 Co président Commission Recherche du RFI Tourisme, ESSCA School of
Management
Leadership positions in recognized academic associations/societies
Since 2014 Member of Scientific Committee, International Society for Professional
Innovation Management (ISPIM)
Since 2000 Member, Association Française du Marketing (AFM)
Participation in the scientific committee of a conference
Since 2015 Organisation Revenue Management & Pricing Services Conference, France
Since 2010 Membre du Conseil Scientifique ISPIM
Service to the institution
14/02/2020 Eric STEVENS page 2/7Steering committee member
2005 - 2009 Accreditation of two Masters by the Conférence des Grandes Ecoles,
ESCEM, France
2000 - 2004 Recruitment policy in Chinese and Indian speaking markets, ESCEM,
France
INTELLECTUAL CONTRIBUTIONS
Peer-reviewed Articles
JOUNY-RIVIER, E., E.STEVENS, "Proposition d’un modèle d’apprentissage pour la
configuration en ligne d’un produit de luxe", Gérer et Comprendre, June 2019, vol. 136,
pp. 28-36
STEVENS, E., O.BEN HMIDEN, X.DURAND, "Vers une méthodologie de valorisation des
entreprises fondée sur un portefeuille clients B-to-C", Revue Française du Marketing,
December 2017, vol. 262, no. 4, pp. 12-24
STEVENS, E., "Fuzzy front-end learning strategies: Exploration of a high-tech company",
Technovation, August 2014, vol. 34, pp. 431-440
STEVENS, E., S.DIMITRIADIS, "Learning Strategies, Behaviours and Outputs During the
Service Innovation Process", International Journal of Innovation and Learning, 2011,
vol. 10, no. 3, pp. 285-309
STEVENS, E., F.MAULEON, "Régulation de la vie privée : stratégie gagnant-gagnant",
Revue Française du Marketing, 2010, no. 226, pp. 31-44
STEVENS, E., "Co-création de valeur et communautés d’utilisateurs : Vers un
renouvellement des modèles de chaine de valeur et d’innovation", Management &
Avenir, September 2009, pp. 230
STEVENS, E., F.MAULEON, "L’ Ethique comme condition de développement des réseaux
sociaux : le rôle des codes de conduite", Revue Française de Gestion, 2009, vol. 2/5,
no. 222, pp. 51-67
STEVENS, E., H.LAMPELA, H.KARKKAINEN, "Contribution of virtual teams to learning and
knowledge generation in innovation-related projects", International Journal of Product
Development, 2009, vol. 8, no. 1
STEVENS, E., S.DIMITRIADIS, "Integrated customer relationship management for
service activities: An Internal/External Gap Model, (Managing Service Quality, Special
issue entitled « Service quality and Customer Relationship Management:
interrelationships and implications)", Managing Service Quality, 2008, vol. 18, no. 5
STEVENS, E., R.SOPARNOT, "Le développement de nouveaux services : le levier de
l’apprentissage organisationnel", La Revue des Sciences de Gestion, 2007
STEVENS, E., S.DIMITRIADIS, "Managing The New Service Development Process:
Towards a Systemic Dynamic Mode", European Journal of Marketing, 2005, vol. 39, no.
1/2
STEVENS, E., S.DIMITRIADIS, "Learning during the Service Innovation Process:
Preliminary Evidence from Retailing", European Journal of Innovation Management,
2005
STEVENS, E., S.DIMITRIADIS, "Learning during developing and implementing new bank
offerings", International Journal of Bank Marketing, 2005, vol. 23, no. 1
14/02/2020 Eric STEVENS page 3/7STEVENS, E., S.DIMITRIADIS, "New Service Development Through Organizational Learning: Preliminary Evidence from Longitudinal Case Studies", Journal of Business Research, 2004, no. 57 STEVENS, E., A.CAPIEZ, P.LEGOHEREL, "Yield Management: Des principes à la mise en oeuvre dans les activités de service", La Revue des Sciences de Gestion, 2002 Books and Book Editor STEVENS, E., F.JALLAT, P.VOLLE, E.PEELEN, Gestion de la Relation Client - 5ème édition, Pearson, Montreuil, France, 2018 STEVENS, E., R.SOPARNOT, Le management de l’innovation, Dunod, Paris, France, 2008 STEVENS, E., E.PEELEN, F.JALLAT, P.VOLLE, Gestion de la relation client, Pearson, Montreuil, France, 2006 Chapters in book JOUNY-RIVIER, E., E.STEVENS, "Le site « CA Store » du Crédit Agricole, un espace pour favoriser la relation clients" in Gestion de la relation clients – Expérience client, performance relationnelle et hub relationnel., F. Jallat, E. Peelen, E. Stevens, P. Volle Eds, Pearson, vol. 1, pp. 427-430, 2018 STEVENS, E., "Coordination et écriture du chapitre : Fluidifier les parcours clients" in Stratégie Clients,Point de vue d’experts sur le management de la relation client., P Volle Ed., Pearson, 2012 STEVENS, E., "Knowledge as guiding principle in the organization of international marketing departments in service firms" in Managing Economies, Trade and International Business., Aidan O Connor Ed., Palgrave Macmillan, 2009 STEVENS, E., "La gestion de la relation client et le reengineering de la fonction commerciale" in Marketing des Services., P. Callot Ed., Dunod, 2008 STEVENS, E., S.DIMITRIATIS, "New service development through the lens of organisational learning : evidence from longitudinal case studies" in The Strategy of Managing Innovation and Technology ., M Millson and D Wilemon Ed., Prentice Hall, 2008 Published Case Studies STEVENS, E. - "La Poste et l’esprit de service : Du management de la qualité de service à l’enrichissement de l’expérience client, Cas Multimédia CCMP, Réf 1797, Juillet." - 2013 STEVENS, E. - "Etude de cas : la SNCF développe sa relation client multicanal. In : PEELEN, E., JALLAT, F., STEVENS, E. et al. Gestion de la relation client. 3e éd, Paris, pp.321-324." - 2009, Pearson Education Limited Presentation at a conference with proceedings MARTIN CLOUTIER, L., K.PICAUD-BELLO, E.STEVENS, L.RENARD, "Role of Boundary Objects in Tourism Destination Development Innovation" in ISPIM Connects Ottawa, 2019, Ottawa, Canada RENARD, L., L.MARTIN CLOUTIER, K.PICAUD-BELLO, E.STEVENS, "Création de deux routes touristiques à thème sous l’éclairage des concepts de stratégie collective et d’entrepreneuriat collectif" in Conférence AFMAT, 2019, Perpignan 14/02/2020 Eric STEVENS page 4/7
STEVENS, E., K.PICAUD-BELLO, L.MARTIN CLOUTIER, L.RENARD, "Mutual Goals to Coordinate Collaboration Networks in Tourism Innovation Projects" in ISPIM Innovation Conference – Celebrating Innovation: 500 Years Since daVinci, 2019, Florence, Italy STEVENS, E., E.JOUNY RIVIER, "Customer's Learning Processes during Co-Creation Experience" in ISPIM, 2017, Vienne, Austria STEVENS, E., "A model of Customer’s learning process during the product co-creation Experience" in EURAM, 2017, Glasgow, United Kingdom STEVENS, E., "Interventions" in Innova'ter, le rendez-vous de l'innovation territoriale, 2017, Paris STEVENS, E., "Learning Processes while developing Co-creation platforms" in XXVII ISPIM Conference, 2016, Porto, Portugal STEVENS, E., R.BOUCHER, "Learning Processes while developing Co-Creation Platforms" in XXVII ISPIM Innovation Conference, 2016, Porto, Portugal DURAND, X., O.BEN HMIDEN, E.STEVENS, "La valorisation du portefeuille clients comme levier de réduction de l’incertitude en contexte d’achat/reprise de PME" in Colloque Risques & PME, Laboratoire COACTIS – Université Lumière Lyon 2, 2015, Lyon, France STEVENS, E., "The design of value co-created systems : the case of configurators" in ISPIM, 2015, Budapest, Hungary STEVENS, E., S.ISHIDA, "An Examination of Service Innovation Capabilities in Manufacturing" in 13th EURAM conference, 2013, Istanbul, Turkey STEVENS, E., "Fuzzy Front End Learning Strategies of High Tech Industry" in XXII ISPIM Conference « Sustainability in Innovation: Innovation Management Challenges », 2011, Hamburg, Germany STEVENS, E., "Lead User’s theory adapted to services: the case of intangible offerings" in The XXI ISPIM Conference: « The Dynamics of Innovation », 2010, Bilbao, Spain STEVENS, E., "Governance of Joined New Product development : influence of inter- organisational networks on learning »" in Conférence ISPIM, 2009, Vienne, Austria STEVENS, E., S.DIMITRIADIS, "Customer’s perceptions of their relationship with a service provider: a preliminary investigation of purpose, benefits and costs (This contribution got the conference best paper award)" in 2nd conference on service marketing, BIC II Biennal International Conference, 2009, Thessaloniki, Greece STEVENS, E., H.LAMPELA, H.KARKKAINEN, "Effect of Virtual teams for Learning in Innovation; Contributing and Inhibiting Factors" in 5th International Conference on Intellectual Capital, Knowledge, Management and Organisational Learning, New York Institute of Technology, 2008, New York STEVENS, E., S.DIMITRIADIS, "Antecedents of the relationship quality in the bank and insurance sector: proposal of a cross-country measurement scale" in 4th research conference on relationship marketing and CRM, EIASM , 2007, Nice, France STEVENS, E., R.SOPARNOT, "Analysing the Conditions of Emergence of Innovative Projects: Evidence from Upstream Stages of the N P D" in EIBA Conference, 2007, Catania, Italy 14/02/2020 Eric STEVENS page 5/7
STEVENS, E., S.DIMITRIADIS, "An Integrated perspective for CRM in Service Activities: an Internal/External Gap Model" in 1st conference in Service Marketing, Athen University in Xios, 2007, Xios, Greece STEVENS, E., "Learning and knowledge generation in virtual innovation teams" in ISPIM 2006 Conference: Networks for innovation, 2006, Athens, Greece STEVENS, E., "Les Technologies Interactives: Impact sur la Relation, Gestion Multi- Canal, Ethique" in Conférence ANVIE , 2006 STEVENS, E., "Quelques Eléments d’une Economie de la Relation" in 2ème Conférence Stratégie de la Relation Client, 2006, Paris, France STEVENS, E., "Sensemaking and Learning Processes while Innovating in Retailing" in International Conference of International Society of Product Innovation Management, 2005, Porto, Portugal STEVENS, E., "Peut-on opérationnaliser l’apprentissage organisationnel ? Une analyse du processus d’innovation de services" in Conférence ASAC, 2005, Montreal, Canada STEVENS, E., "Extension of the Concept of Design for New Service Development: The Design of Experiences" in Marketing Seminar on Managing Marketing in Turbulent Times, 2005, Mumbai, India STEVENS, E., "How the adoption of an organizational learning perspective on service innovation provides both theoretical and practical tools for supporting the new service development? " in International Conference of ISPIM, 2004, Oslo, Norway STEVENS, E., S.DIMITRIADIS, "Investigating The New Service Development Process: Towards a Systemic Dynamic Model " in 7th International Research Seminar in Service Management, 2002, Aix en Provence, France STEVENS, E., S.DIMITRIADIS, "Service Innovation as an Organisational Learning Process: evidences from longitudinal Case Studies" in 6th International Research Seminar in Service Management, 2000, Aix en Provence, France STEVENS, E., A.CAPIEZ, P.LEGOHEREL, "Yield Management et Entreprises de Services: Fondements Théoriques et Implications Manageriales" in 6th International Research Seminar in Service Management, 2000, Aix en Provence, France STEVENS, E., "Looking for a conceptual framework for service innovation: an exploratory survey " in 10th EIASM Conference on Service Quality, 2000, Aston, United Kingdom Presentation at Other Conference STEVENS, E., "Innovation en questions. In: Université François Rabelais. Journées Création d’Entreprises , 19 novembre. 10 p.", 2010, Tours, France STEVENS, E., R.SOPARNOT, A.RYCHALSKI, "Les étapes Amont de l’Innovation, Synthèse Finale. Restitution des travaux de recherche. In : STMicroElectronics. 12 décembre.", 2008, Tours, France STEVENS, E., H.LAMPELA, H.KARKAINNEN, "Effect of Virtual Teams for Learning in Innovation: Contributing and Inhibiting Factors, Synthèse Finale et restitution des travaux de recherche. In : STMicroElectronics .", 2008, Tours, France STEVENS, E., R.SOPARNOT, A.RYCHALSKI, "Les étapes Amont de l’Innovation, Premières Synthèses. In : STMicroElectronics. 19 octobre.", 2007, Tours, France 14/02/2020 Eric STEVENS page 6/7
Others STEVENS, E. - "Les clés pour manager un centre d’appels. Le Journal Du Net [en ligne]. 19 Juin" - 2007 STEVENS, E., F.JALLAT, P.VOLLE - "L’art de la croissance (3/5) : redécouvrir le potentiel client. Les Echos, 30/11/2006, suppl. n°19805, pp.1-2." - 2006 14/02/2020 Eric STEVENS page 7/7
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