List of Authors

Laure AMBROISE

Coactis Laboratory

Lumière University – Lyon 2

France

Grégoire BOTHOREL

PRISM Laboratory

Pantheon-Sorbonne University

France

Philippe COHARD

MRM Laboratory –

Labex Entreprendre

Institut Montpellier Management

University of Montpellier

France

Maud DAMPERAT

Coactis Laboratory

Jean Monnet University

University of Lyon

France

Nathalie FLECK

GAINS Laboratory

University of Maine

France

Pauline FOLCHER

MRM Laboratory – Labex

Entreprendre

Institut Montpellier Management

University of Montpellier

France

Romain FRANCK

Coactis Laboratory

Jean Monnet University

University of Lyon

France

Florence JACOB

LEMNA Laboratory

IAE Nantes

University of Nantes

France

Eric JULIENNE

LITEM Laboratory

University of Évry Val d'Essonne

University of Paris-Saclay

France

Mathieu LAJANTE

Centre de Recherche en Commerce

de Détail et Marketing Numérique

Laval University

Canada

Caroline LANCELOT-MILTGEN

RN’B Lab Research Group

Audencia Business School

Nantes

France

Isabelle LANDREAU

Smart Law Fabrik

and

Landreau Law Firm

Paris

France

Sylvie LLOSA

CERGAM Laboratory

IAE Aix-en-Provence

Aix-Marseille University

France

Aïda MIMOUNI CHAABANE

THEMA Laboratory

Cergy-Pontoise University

France

Andreas MUNZEL

TSM Research

Toulouse School of Management

Toulouse 1 University Capitole

France

Sarah MUSSOL

MRM Laboratory – Labex

Entreprendre

Institut Montpellier Management

University of Montpellier

France

Gilles N’GOALA

MRM Laboratory – Labex

Entreprendre

Institut Montpellier Management

University of Montpellier

France

Lionel NICOD

CERGAM Laboratory

IUT Aix-Marseille

Aix-Marseille University

France

Jessie PALLUD

HuManiS Laboratory

EM Strasbourg Business School

University of Strasbourg

France

Virginie PEZ-PÉRARD

LARGEPA Laboratory

Panthéon-Assas University Paris 2

and

i3-CRG Laboratory

Ecole Polytechnique

France

Daria PLOTKINA

HuManiS Laboratory

EM Strasbourg Business School

University of Strasbourg

France

Isabelle PRIM-ALLAZ

Coactis Laboratory

Lumière University – Lyon 2

France

Thomas RUSPIL

VALLOREM Laboratory

University of Tours

France

Françoise SIMON

CREGO Laboratory

University of Upper Alsace

France

Régine VANHEEMS

Magellan Laboratory

IAE Lyon

Jean Moulin University – Lyon 3

France

Cyrielle VELLERA

TSM Research

Toulouse School of Management

Toulouse 1 University Capitole

France

Pierre VOLLE

Dauphine-Recherche-Management

Laboratory

ERMES

Paris Dauphine University

France

Index

A

  • accountability of marketing, 2
  • algorithm, 2, 4, 5
  • artificial intelligence (AI), 1–5, 8, 18, 149, 150, 156–159, 161–164
  • assemblage, 109, 110
  • authorities, 271, 274, 281
  • automated service interaction, 183, 184, 191, 195, 198
  • awareness, 258, 261, 263–265, 267, 268, 269

B

  • beacon, 206, 217
  • big data, 274, 276
  • blockchain, 250, 251, 257–259, 268
  • blueprint, 140, 141
  • business models, 2, 6, 7, 247, 249, 252

C

  • channels, 118, 120, 122, 123, 126, 128
  • Chief Customer Officer (CCO), 272, 273
  • co-creation, 42
    • downstream, 59, 60, 71
    • upstream, 59–61, 71
  • co-innovation, 59, 61–64, 66
    • complaint handling, 167, 170–175, 178
  • consent, 243, 244, 247, 249–253
  • consumer well-being, 13–15, 18
  • consumer/brand engagement, 30, 37
  • control, 221, 223, 224, 227, 230, 235
  • crowdfunding, 31, 33
  • crowdsourcing, 31, 32, 46, 48
  • cryptocurrency, 257–260, 268
  • customer
    • emotions, 192, 195
    • experience, 187, 191–194, 196
    • expertise, 47–49, 52, 53
    • irritants, 120
    • journey, 117, 120, 125
    • motivation, 41, 45, 50, 52
    • participation, 41–45, 51–54
    • training, 41, 43, 49, 53

D

  • data management platform, 26
  • design thinking, 141–144
  • deviance, 224–226
  • digital literacy, 7, 8, 10, 14
  • dimensions of experience, 122–124, 126–130
  • dynamic content optimization (DCO), 213

E

  • economy of platforms, 1, 6–8
  • electronic word of mouth (eWOM), 78, 86
  • empathic points, 192, 193, 194, 197, 198
  • employee journey, 272, 276
  • engagement, 30, 35, 37
  • e-opinion leaders (e-OLs), 68–71
  • equity, 222, 230, 234

F

  • firm–customer interactivity, 184, 187, 197, 198
  • fragmented identity, 97–99, 103, 110
  • free will, 111, 112
  • frontline employees, 275, 276, 283
  • frustration, 219, 220, 231

G, H, I

  • GDPR, 242–245, 247, 250, 251, 253
  • gratitude, 171–175
  • hub(s), 207, 208
    • data, 207, 208
  • influence, 67–71
    • strategies, 10, 17
  • influencers, 23, 26, 30, 31
  • intelligent virtual assistants, 158, 161
  • interactions, 23, 24, 32, 36
  • Internet of Things (IoT), 95–98, 103–107, 113
  • IS security policy (ISSP), 257, 262–267, 269

J, L, N

  • justice, 219, 220, 222, 230, 231
  • limited rationality, 229
  • need for meaning, 24, 35
  • non-PII data, 210, 212, 214, 215

O, P

  • omnichannel, 117–123, 125–127, 129
  • online reviews, 88, 176
  • open innovation, 1, 2, 12
  • orchestration, 108–112
  • paradox, 271, 272
  • performance (of the connected customer), 97, 99, 100
  • persona, 141–144
  • personal data, 241–245, 247–252
  • PII data, 210, 212, 215
  • portability (right of), 245, 247, 248, 253
  • prescriptive power, 111
  • pressure, 220–228, 231
  • privacy, 2, 8, 10, 15, 16, 241, 242, 244, 245, 247, 249, 252
    • paradox, 229, 230
  • programmatic, 208, 212–214, 217
  • public revenge, 169

R

  • relational investment, 173, 174, 178
  • rights (of the cyber-consumer), 244, 251
  • robot-sellers, 150, 158, 163, 164
  • robots, 4, 5, 18

S

  • sales
    • automation, 162
    • skills, 155, 158, 160, 162, 164
  • satisfaction, 134–138
  • seamless experience, 121, 129
  • self-service technologies (SST), 41, 44, 46, 50, 54
  • service providers, 274, 278, 280, 283
  • shareholders, 274, 278, 280
  • small data, 276
  • social
    • listening, 26, 170, 178
    • media, 77–79, 81, 82, 85, 86, 88, 89, 149–156, 159, 164, 170, 172, 175
    • network analysis, 80, 81, 82, 84
    • networks, 150, 153
    • neuroscience, 185, 186
    • selling, 149–156
  • stakeholders, 272, 274, 278, 280
  • stealth marketing, 96, 103, 104

T

  • touchpoints, 24–26, 35, 117–127, 129, 130
  • transparency, 219, 234–237, 239
    • brand, 23, 24, 27, 28
    • digital, 9, 10, 11, 18
  • trust, 221, 223, 228–230, 233, 234, 236

U, V

  • user innovation, 62, 73, 74
  • utility (of the brand), 24, 35–37
  • virtuous, 219, 220, 232
  • vulnerable consumers, 8, 10, 14, 15
imges

2019

FRIMOUSSE Soufyane

Innovation and Agility in the Digital Age

(Human Resources Management Set – Volume 2)

HÉRAUD Jean-Alain, KERR Fiona, BURGER-HELMCHEN Thierry

Creative Management of Complex Systems

(Smart Innovation Set – Volume 19)

LATOUCHE Pascal

Open Innovation: Corporate Incubator

(Innovation and Technology Set – Volume 7)

LEHMANN Paul-Jacques

The Future of the Euro Currency

MILLOT Michel

Embarrassment of Product Choices 2: Towards a Society of Well-being

PRIOLON Joël

Financial Markets for Commodities

ROGER Alain, VINOT Didier

Skills Management: New Applications, New Questions

(Human Resources Management Set – Volume 1)

SKIADAS Christos H., BOZEMAN James R.

Data Analysis and Applications 1: Clustering and Regression, Modeling-estimating, Forecasting and Data Mining

(Big Data, Artificial Intelligence and Data Analysis Set – Volume 2)

Data Analysis and Applications 2: Utilization of Results in Europe and Other Topics

(Big Data, Artificial Intelligence and Data Analysis Set – Volume 3)

2018

BURKHARDT Kirsten

Private Equity Firms: Their Role in the Formation of Strategic Alliances

CALLENS Stéphane

Creative Globalization

(Smart Innovation Set – Volume 16)

CASADELLA Vanessa

Innovation Systems in Emerging Economies: MINT – Mexico, Indonesia, Nigeria, Turkey

(Smart Innovation Set – Volume 18)

CHOUTEAU Marianne, FOREST Joëlle, NGUYEN Céline

Science, Technology and Innovation Culture

(Innovation in Engineering and Technology Set – Volume 3)

CORLOSQUET-HABART Marine, JANSSEN Jacques

Big Data for Insurance Companies

(Big Data, Artificial Intelligence and Data Analysis Set – Volume 1)

CROS Françoise

Innovation and Society

(Smart Innovation Set – Volume 15)

DEBREF Romain

Environmental Innovation and Ecodesign: Certainties and Controversies

(Smart Innovation Set – Volume 17)

DOMINGUEZ Noémie

SME Internationalization Strategies: Innovation to Conquer New Markets

ERMINE Jean-Louis

Knowledge Management: The Creative Loop (Innovation and Technology Set – Volume 5)

GILBERT Patrick, BOBADILLA Natalia, GASTALDI Lise,

LE BOULAIRE Martine, LELEBINA Olga

Innovation, Research and Development Management

IBRAHIMI Mohammed

Mergers & Acquisitions: Theory, Strategy, Finance

LEMAÎTRE Denis

Training Engineers for Innovation

LÉVY Aldo, BEN BOUHENI Faten, AMMI Chantal

Financial Management: USGAAP and IFRS Standards

(Innovation and Technology Set – Volume 6)

MILLOT Michel

Embarrassment of Product Choices 1: How to Consume Differently

PANSERA Mario, OWEN Richard

Innovation and Development: The Politics at the Bottom of the Pyramid

(Innovation and Responsibility Set – Volume 2)

RICHEZ Yves

Corporate Talent Detection and Development

SACHETTI Philippe, ZUPPINGER Thibaud

New Technologies and Branding

(Innovation and Technology Set – Volume 4)

SAMIER Henri

Intuition, Creativity, Innovation

TEMPLE Ludovic, COMPAORÉ SAWADOGO Eveline M.F.W.

Innovation Processes in Agro-Ecological Transitions in Developing Countries

(Innovation in Engineering and Technology Set – Volume 2)

UZUNIDIS Dimitri

Collective Innovation Processes: Principles and Practices

(Innovation in Engineering and Technology Set – Volume 4)

VAN HOOREBEKE Delphine

The Management of Living Beings or Emo-management

2017

AÏT-EL-HADJ Smaïl

The Ongoing Technological System

(Smart Innovation Set – Volume 11)

BAUDRY Marc, DUMONT Béatrice

Patents: Prompting or Restricting Innovation?

(Smart Innovation Set – Volume 12)

BÉRARD Céline, TEYSSIER Christine

Risk Management: Lever for SME Development and Stakeholder Value Creation

CHALENÇON Ludivine

Location Strategies and Value Creation of International Mergers and Acquisitions

CHAUVEL Danièle, BORZILLO Stefano

The Innovative Company: An Ill-defined Object

(Innovation Between Risk and Reward Set – Volume 1)

CORSI Patrick

Going Past Limits To Growth

D’ANDRIA Aude, GABARRET Inés

Building 21st Century Entrepreneurship

(Innovation and Technology Set – Volume 2)

DAIDJ Nabyla

Cooperation, Coopetition and Innovation

(Innovation and Technology Set – Volume 3)

FERNEZ-WALCH Sandrine

The Multiple Facets of Innovation Project Management

(Innovation between Risk and Reward Set – Volume 4)

FOREST Joëlle

Creative Rationality and Innovation

(Smart Innovation Set – Volume 14)

GUILHON Bernard

Innovation and Production Ecosystems

(Innovation between Risk and Reward Set – Volume 2)

HAMMOUDI Abdelhakim, DAIDJ Nabyla

Game Theory Approach to Managerial Strategies and Value Creation

(Diverse and Global Perspectives on Value Creation Set – Volume 3)

LALLEMENT Rémi

Intellectual Property and Innovation Protection: New Practices and New Policy Issues

(Innovation between Risk and Reward Set – Volume 3)

LAPERCHE Blandine

Enterprise Knowledge Capital

(Smart Innovation Set – Volume 13)

LEBERT Didier, EL YOUNSI Hafida

International Specialization Dynamics

(Smart Innovation Set – Volume 9)

MAESSCHALCK Marc

Reflexive Governance for Research and Innovative Knowledge

(Responsible Research and Innovation Set – Volume 6)

MASSOTTE Pierre

Ethics in Social Networking and Business 1: Theory, Practice and Current Recommendations

Ethics in Social Networking and Business 2: The Future and Changing Paradigms

MASSOTTE Pierre, CORSI Patrick

Smart Decisions in Complex Systems

MEDINA Mercedes, HERRERO Mónica, URGELLÉS Alicia

Current and Emerging Issues in the Audiovisual Industry

(Diverse and Global Perspectives on Value Creation Set – Volume 1)

MICHAUD Thomas

Innovation, Between Science and Science Fiction

(Smart Innovation Set – Volume 10)

PELLÉ Sophie

Business, Innovation and Responsibility

(Responsible Research and Innovation Set – Volume 7)

SAVIGNAC Emmanuelle

The Gamification of Work: The Use of Games in the Workplace

SUGAHARA Satoshi, DAIDJ Nabyla, USHIO Sumitaka

Value Creation in Management Accounting and Strategic Management: An Integrated Approach

(Diverse and Global Perspectives on Value Creation Set – Volume 2)

UZUNIDIS Dimitri, SAULAIS Pierre

Innovation Engines: Entrepreneurs and Enterprises in a Turbulent World

(Innovation in Engineering and Technology Set – Volume 1)

2016

BARBAROUX Pierre, ATTOUR Amel, SCHENK Eric

Knowledge Management and Innovation

(Smart Innovation Set – Volume 6)

BEN BOUHENI Faten, AMMI Chantal, LEVY Aldo

Banking Governance, Performance And Risk-Taking: Conventional Banks Vs Islamic Banks

BOUTILLIER Sophie, CARRÉ Denis, LEVRATTO Nadine

Entrepreneurial Ecosystems (Smart Innovation Set – Volume 2)

BOUTILLIER Sophie, UZUNIDIS Dimitri

The Entrepreneur (Smart Innovation Set – Volume 8)

BOUVARD Patricia, SUZANNE Hervé

Collective Intelligence Development in Business

GALLAUD Delphine, LAPERCHE Blandine

Circular Economy, Industrial Ecology and Short Supply Chains

(Smart Innovation Set – Volume 4)

GUERRIER Claudine

Security and Privacy in the Digital Era

(Innovation and Technology Set – Volume 1)

MEGHOUAR Hicham

Corporate Takeover Targets

MONINO Jean-Louis, SEDKAOUI Soraya

Big Data, Open Data and Data Development

(Smart Innovation Set – Volume 3)

MOREL Laure, LE ROUX Serge

Fab Labs: Innovative User

(Smart Innovation Set – Volume 5)

PICARD Fabienne, TANGUY Corinne

Innovations and Techno-ecological Transition

(Smart Innovation Set – Volume 7)

2015

CASADELLA Vanessa, LIU Zeting, DIMITRI Uzunidis

Innovation Capabilities and Economic Development in Open Economies

(Smart Innovation Set – Volume 1)

CORSI Patrick, MORIN Dominique

Sequencing Apple’s DNA

CORSI Patrick, NEAU Erwan

Innovation Capability Maturity Model

FAIVRE-TAVIGNOT Bénédicte

Social Business and Base of the Pyramid

GODÉ Cécile

Team Coordination in Extreme Environments

MAILLARD Pierre

Competitive Quality and Innovation

MASSOTTE Pierre, CORSI Patrick

Operationalizing Sustainability

MASSOTTE Pierre, CORSI Patrick

Sustainability Calling

2014

DUBÉ Jean, LEGROS Diègo

Spatial Econometrics Using Microdata

LESCA Humbert, LESCA Nicolas

Strategic Decisions and Weak Signals

2013

HABART-CORLOSQUET Marine, JANSSEN Jacques, MANCA Raimondo

VaR Methodology for Non-Gaussian Finance

2012

DAL PONT Jean-Pierre

Process Engineering and Industrial Management

MAILLARD Pierre

Competitive Quality Strategies

POMEROL Jean-Charles

Decision-Making and Action

SZYLAR Christian

UCITS Handbook

2011

LESCA Nicolas

Environmental Scanning and Sustainable Development

LESCA Nicolas, LESCA Humbert

Weak Signals for Strategic Intelligence: Anticipation Tool for Managers

MERCIER-LAURENT Eunika

Innovation Ecosystems

2010

SZYLAR Christian

Risk Management under UCITS III/IV

2009

COHEN Corine

Business Intelligence

ZANINETTI Jean-Marc

Sustainable Development in the USA

2008

CORSI Patrick, DULIEU Mike

The Marketing of Technology Intensive Products and Services

DZEVER Sam, JAUSSAUD Jacques, ANDREOSSO Bernadette

Evolving Corporate Structures and Cultures in Asia: Impact of Globalization

2007

AMMI Chantal

Global Consumer Behavior

2006

BOUGHZALA Imed, ERMINE Jean-Louis

Trends in Enterprise Knowledge Management

CORSI Patrick et al.

Innovation Engineering: the Power of Intangible Networks

WILEY END USER LICENSE AGREEMENT

Go to www.wiley.com/go/eula to access Wiley’s ebook EULA.