Annuaire du corps professoral

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STEVENS Eric

e.mail : eric.stevens@essca.fr

FORMATION / EDUCATION

Doctorat en Sciences de Gestion / Doctor of Business Administration
Université Newcastle, U.K.
Postgraduate Certificate in Managing Consulting
Henley Management College, Brunel University
Master en Marketing Publicité / Master of Marketing and Communication
CELSA, Université Paris Sorbonne

RECHERCHE ET ENSEIGNEMENT / RESEARCH AND TEACHING INTERESTS

Thèmes de recherche / Research interests

Management de l’Innovation: L’Innovation de Service, Les modèles de E. Commerce, Innovation Partagée, Innovation Frugale / Innovation Management : Service Innovation, E. commerce Business Models, Open Innovation, Frugal Innovation, Organizational Learning and Innovation.
Gestion de la relation client et E Commerce: La Gestion Multicanal, La Relation Client, La Relation Client appliquée aux Services Publics / Customer Relationship Management : Multichannel, Establishing and Maintaining Relationship, Citizen Relationship Management.
Marketing et Responsabilité Sociale de l’Entreprise : Politiques d’Entreprises, Respect Vie Privée / Marketing and CSR : Firm’s Strategies and Practices, Privacy

Cours enseignés / Teaching interests

International Marketing / International marketing
Stratégie marketing / Strategic marketing
Digital Marketing, CRM et E Commerce / Digital Marketing, CRM and E Commerce

PUBLICATIONS / PUBLICATIONS

Articles dans des revues académiques / Papers published in refereed journals

STEVENS, E. (2014) Fuzzy front-end learning strategies: Exploration of a high-tech company, Technovation (CNRS 3), No.34, pp.431-440.
STEVENS, E., DIMITRIADIS, S., (2011), Learning Strategies, Behaviours and Outputs During the Service Innovation Process, International Journal of Innovation and Learning, vol. 10, issue 3, pp. 285-309.
STEVENS, E., MAULEON, F., (2010), Régulation de la vie privée : stratégie gagnant-gagnant, Revue Française de marketing, n°226, pp 31-44
STEVENS, E., (2009), Co-création de valeur et communautés d’utilisateurs : Vers un renouvellement des modèles de chaine de valeur et d’innovation, Revue Management et Avenir, n°28, Sept, pp 230
STEVENS, E., MAULEON, F., (2009), L’ Ethique comme condition de développement des réseaux sociaux : le rôle des codes de conduite, Revue Française de Gestion, Mai, n°222, 2/5, pp 51-67.
STEVENS, E., DIMITRIADIS, S., (2008), “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 », Vol. 18 No. 5.
STEVENS, E., LAMPELA, H., KARKKAINEN, H., (2009), Contribution of virtual teams to learning and knowledge generation in innovation-related projects, International Journal of Product Development, Vol. 8 Issue 1.
STEVENS, E., SOPARNOT, R., (2007), Le développement de nouveaux services : le levier de l’apprentissage organisationnel, Revue des Sciences de Gestion
STEVENS, E., DIMITRIADIS, S., (2005), Managing The New Service Development Process: Towards a Systemic Dynamic Model, European Journal of Marketing, Vol 39, n°1/2.
STEVENS, E., DIMITRIADIS, S., (2005), Learning during the Service Innovation Process: Preliminary Evidence from Retailing”, European Journal of Innovation Management.
STEVENS, E., DIMITRIADIS, S., (2005), Learning during developing and implementing new bank offerings, International Journal of Bank Marketing, Vol 23, n°1, 2005
STEVENS, E., DIMITRIADIS, S., (2004), New Service Development Through Organizational Learning: Preliminary Evidence from Longitudinal Case Studies”, Journal of Business Research, 57, September.
STEVENS, E., CAPIEZ, A., LEGOHEREL, P., (2002), Yield Management: Des principes à la mise en oeuvre dans les activités de service, Revue des Sciences de Gestion, October.

Ouvrages ou chapitres d’ouvrages / Books or chapters in books

STEVENS, E., (2012), Coordination et écriture du chapitre : Fluidifier les parcours clients, dans Stratégie Clients, Point de vue d’experts sur le management de la relation client, Ouvrage coordonné par P Volle, , Pearson Edition.
PEELEN, JALLAT, F., STEVENS, E., VOLLE, P., (2006), Gestion de la relation client, Pearson Edition, 3rd Ed (2006 2nd Ed).
STEVENS, E., (2009), Knowledge as guiding principle in the organization of international marketing departments in service firms, in Managing Economies, Trade and International Business, Ed Aidan O Connor, Palgrave.
STEVENS, E., SOPARNOT, R., (2008), Le management de l’innovation, Dunod, Paris.
STEVENS, E., (2008), La gestion de la relation client et le reengineering de la fonction commerciale, in Marketing des Services, Coordination P. Callot, Dunod, Paris.
STEVENS, E., DIMITRIADIS, S., (2008), New service development through the lens of organisational learning : evidence from longitudinal case studies, paru en 2004 dans le Journal of Business Research, a été repris dans l’ouvrage The Strategy of Managing Innovation and Technology de M Millson and D Wilemon, Prentice Hall.

Actes de colloques / Conference proceedings

STEVENS E., BOUCHER R., (2016), Learning Processes while developing Co-Creation Platforms. XXVII ISPIM Innovation Conference – Porto, Portugal
STEVENS E., DURAND X., BEN HMIDEN O. (2015), La valorisation du portefeuille clients comme levier de réduction d’incertitude en contexte d’achat/reprise de PME, Colloque Risques et PME,  Université Lumière Lyon 2, 1er et 2 avril, Lyon.
STEVENS E., BOUCHER R, (2015),  The design of Value Co-Created Systems: the Case of ‘Configurators’,  XXVI ISPIM Innovation Conference – Budapest, Hungary
STEVENS, E., (2011), Fuzzy Front End Learning Strategies of High Tech Industry, XXII ISPIM Conference « Sustainability in Innovation: Innovation Management Challenges », June 12-15, 2011, Hamburg, Germany. 15 p.
STEVENS, E., (2010), Lead User’s theory adapted to services: the case of intangible offerings, The XXI ISPIM Conference: « The Dynamics of Innovation », June 6-9, 2010, Bilbao, Spain. 17 p.
STEVENS, E., (2009), Governance of Joined New Product development : influence of inter-organisational networks on learning », Conférence ISPIM, juin.
STEVENS, E., DIMITRIADIS, S., (2009), Customer’s perceptions of their relationship with a service provider: a preliminary investigation of purpose, benefits and costs”, 2nd conference on service marketing, BIC II Biennal International Conference, Tessaloniki. This contribution got the conference best paper award.
STEVENS, E ., LAMPELA, H., KARKKAINEN, H., (2008), Effect of Virtual teams for Learning in Innovation; Contributing and Inhibiting Factors, 5th International Conference on Intellectual Capital, Knowledge, Management and Organisational Learning, New York Institute of Technology.
STEVENS, E., DIMITRIADIS, S., (2007), Antecedents of the relationship quality in the bank and insurance sector: proposal of a cross-country measurement scale, 4th research conference on relationship marketing and CRM, EIASM .
STEVENS, E., SOPARNOT, R., (2007), Analysing the Conditions of Emergence of Innovative Projects: Evidence from Upstream Stages of the N P D, EIBA Conference.
STEVENS, E., DIMITRIADIS, S., (2007), An Integrated perspective for CRM in Service Activities: an Internal/External Gap Model, 1st conference in Service Marketing, Athen University in Xios, Greece, Sept.
STEVENS, E., (2006), Learning and knowledge generation in virtual innovation teams, ISPIM 2006 Conference: Networks for innovation, Athens, June 11th / 14th.
STEVENS, E., (2005), Sensemaking and Learning Processes while Innovating in Retailing, International Conference of International Society of Product Innovation Management, Porto, Portugal, June.
STEVENS, E., (2005), Peut-on opérationnaliser l’apprentissage organisationnel ? Une analyse du processus d’innovation de services, Conférence ASAC, Montréal, Canada, June.
STEVENS, E., (2004), How the adoption of an organizational learning perspective on service innovation provides both theoretical and practical tools for supporting the new service development? », International Conference of ISPIM, OSLO, June 20-24th.
STEVENS, E., DIMITRIADIS, S., (2002), Investigating The New Service Development Process: Towards a Systemic Dynamic Model », 7th International Research Seminar in Service Management, IAE Aix en
Provence.
STEVENS, E., DIMITRIADIS, S., (2000), Service Innovation as an Organisational Learning Process: evidences from longitudinal Case Studies, 6th International Research Seminar in Service Management, IAE Aix en Provence.
STEVENS, E., CAPIEZ, A., LEGOHEREL, P., (2000), Yield Management et Entreprises de Services: Fondements Théoriques et Implications Manageriales », 6th International Research Seminar in Service
Management, IAE Aix en Provence.
STEVENS, E., Looking for a conceptual framework for service innovation: an exploratory survey », 10th EIASM Conference on Service Quality, Aston.

Autres conférences / Other conferences

STEVENS, E., (2010), Innovation en questions. In: Université François Rabelais. Journées Création d’Entreprises , 19 novembre, Tours, France. 10 p.
STEVENS, E., SOPARNOT, R., RYCHALSKI, A., (2008), Les étapes Amont de l’Innovation, Synthèse Finale. Restitution des travaux de recherche. In : STMicroElectronics. 12 décembre, Tours, France.
LAMPELA, H., KÄRKKÄINEN, H., STEVENS, E., Effect of Virtual Teams for Learning in Innovation: Contributing and Inhibiting Factors, Synthèse Finale et restitution des travaux de recherche. In : STMicroElectronics . 12 décembre, Tours, France.
STEVENS, E., SOPARNOT, R., RYCHALSKI, A., (2007), Les étapes Amont de l’Innovation, Premières Synthèses. In : STMicroElectronics. 19 octobre, Tours, France.
STEVENS, E., (2006), Les Technologies Interactives: Impact sur la Relation, Gestion Multi-Canal, Ethique, Conférence ANVIE Sept.
STEVENS, E., (2006), Quelques Eléments d’une Economie de la Relation, 2ème Conférence Stratégie de la Relation Client, juin, Paris.
STEVENS, E., (2005), Extension of the Concept of Design for New Service Development: The Design of Experiences, Marketing Seminar on Managing Marketing in Turbulent Times, Mumbai, India, January 14-15th.

Autre type de contribution

BOUCHER, R., 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 : Pearson Education France, 2009, pp.321-324.
STEVENS, E., (2008), Les clés pour manager un centre d’appels. Le Journal Du Net [en ligne]. 19 Juin 2007.
JALLAT, F., VOLLE, P., STEVENS, E., (2006), L’art de la croissance (3/5) : redécouvrir le potentiel client. Les Echos , 30/11/2006, suppl. n°19805, pp.1-2.

Matériel pédagogique / Pedagogical material

STEVENS, E., (2013), 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.
Development of the e-learning International Marketing course for ESCEM’s distance learning MBA
, 2009
Development of the program “Mineur E-Business”, 2004
Accreditation of two Masters by the Conférence des Grandes Ecoles, September 2002
Development and launch of an MBA program for Chinese and Indian Speaking markets, September 2002
Recruitment policy in Chinese and Indian speaking markets, 2001
Professional Training Program: CORA (retailing), Design and teaching on “new service development”, 2001 Elaboration of DESS Revenue Management in partnership with Université d’Angers, 1998; Creation in partnership with Groupe ACCOR of Yield Management Chair in the hotel industry and services, 1996
Lecturer and consultant Ecole des Managers de Laval, in sales techniques, marketing. This course leads to concrete application in small and medium sized enterprises, 1990 to 1998

ACTIVITES SCIENTIFIQUES / PROFESSIONAL SERVICES

Affiliations professionnelles / Professional affiliations

Membre de l’Association Française de Marketing
Membre de l’International Society for Product Innovation Management

Ad’hoc reviewer pour des revues et conférences scientifiques / Ad hoc reviewer

Marketing : Recherche et Application Marketing (2010), Membre du Conseil Scientifique ISPIM,

PARCOURS PROFESSIONNEL / EMPLOYMENT

Expérience dans l’enseignement supérieur / Academic experience (>2000)

ESSCA – PARIS et ANGERS
Directeur de la Recherche / Associate Dean for Research
ESCEM
Directeur des Accréditations, Professeur de Marketing / Associate Dean for Accreditation
ESC Rennes
Directeur Faculté et Relations Internationales / Head of Faculty and International Relations
ESSCA
Responsable du Département Marketing, Professor Marketing / Head of Marketing Department

Expérience en entreprise / Industry experience (1990<)

Dietétique et Santé, SANDOZ
Responsable Marque Gerblé / Brand Manager Gerblé
Groupe PERRIER
Responsable Marque Saint Yorre GMS et CHR / Marketing Manager for Saint Yorre
ASTRA CALVE – UNILEVER Group
Chef de Produits / Product manager

Last revised: 20152404