Research Interest
Services marketing, service relationships, quality, guarantees, service recovery.
Publications
PhD Dissertation (Thèse de Doctorat)
2010 "The invocation of the service guarantee as a means to regulate service relationship" ("L'invocation de la garantie de service comme modalité de régultation de la relation de service"), Thèse de doctorat, réalisée sous la direction du Professeur Véronique COva, Université Paul Cézanne, Aix-Marseille III, novembre, 412 pages.
Articles
- Auriacombe B., Chalamon I. et Le Loarne S. (2005), " Les manifestations de la fidélité du spectateur dans le spectacle vivant : quand on aime, on ne compte pas ! ", Revue Management et Avenir, Aout.
- Auriacombe B. Mayaux F. et Fabien L. (2004), " Service guarantees : theory challenged through practice ", Revue Française du Marketing, n°197, 2/5, mai, pp.119-130.
- Fabien L. Auriacombe B. et Mayaux F. (2003), "Les garanties de services: une analyse retrospective des pratiques d'affaires", Gestion, vol 28, n°4, hiver, p19-25.
- Auriacombe B. (2001), "Garanties de services : construction d'une typologie et analyse de l'incidence sur la relation prestataire-client", Mémoire de D.E.A., Université Jean Moulin Lyon 3, mars, 160 pages.
Book Chapters
- Auriacombe B. (2005) " Service quality and customer relationship " and "Service Marketing" in Mayaux F. et Vogler E. "What it means to manage in services", Editions d'Organisation.
International Conference Papers
- Auriacombe (2007) "Les garanties de services sont-elles spécifiques?", 23ème Congrès International de l'Association Française du marketing, Aix les Bains, juin.
- Auriacombe B., Chalamon I. et Le Loarne S. (2005), "You shouldn't judge a book by its cover: contractual relations, commitment and loyalty outcomes", 8th International Conference on Arts and Cultural Management, Montreal, July 3-6th .
- Auriacombe B., Chalamon I. et Le Loarne S. (2004), " Les manifestations de la fidélité du spectateur dans le spectacle vivant : quand on aime, on ne compte pas ! ", 9ème Journées de Recherche en Marketing de Bourgogne, Dijon, 4 et 5 novembre.
- Auriacombe B. et Mayaux F. (2003), "Garanties de Services: Proposition d'une typologie et premières applications opérationnelles". 19ème Congrès International de l'Association Française du Marketing, Mai 2003.
- Auriacombe B. et Mayaux F. (2002), "Service guarantees : diversity of practices and propostion of a typology", 7th International Research Seminar in service management, IAE d'Aix en Provence, May 29-31, 2002.
13 years of services marketing and management, within the ACCOR Group (hotels, restaurants and services),
- April 1996 to June 1998 : Marketing Director of Contracted Catering of ACCOR, leader of the French market (motorways, airports, railway stations, museums, exhibits). 5000 employees, Turn Over: 300 million €.
- January 1993 to April 1996 : Marketing Director- ACCOR Motorway Catering.
- January 1985 to January 1993 : within ACCOR Motorway Catering: successively Assistant Product Manager, Product Manager, Communication Director
Courses taught
- Services marketing
- Service quality and customer satisfaction
- Service guarantees
- Internal Marketing
- Relationship marketing and customer loyalty
Development of tailor made executive education programs :
- Accor,
- Adecco,
- Bouygues Immobilier (Real Estate)
- Crédit Agricole (banking)
- Groupama (insurance)
- In Extenso (Accounting),
- City of Lyon and Greater Lyon
- Ajilon (service outsourcing)
Consulting
- Compagnie des Wagons-Lits (a subsidiary of the ACCOR Group for catering and services on board trains),
- Birdwell Language Institute,
- Adecco TT (Temporary Staffing)
- Ajilon (Service Outsourcing)