Francisco Javier Sesé Oliván
CONTACTO
F. Javier Sesé es Catedrático de Universidad en la Facultad de Economía y Empresa de la Universidad de Zaragoza.
Su investigación discurre en el ámbito de la gestión de las relaciones entre proveedor y cliente (CRM), con un especial interés en el estudio de la adquisición y retención de clientes, de su comportamiento multicanal, de la expansión de la relación, de la experiencia del cliente, y de la gestión de quejas y recuperación del servicio. También estudia el comportamiento responsable de los individuos, y los factores que determinan su motivación para contribuir al bien social. Su investigación ha sido publicada en revistas científicas internacionales como Journal of the Academy of Marketing Science, Journal of Retailing, International Journal of Research in Marketing, Journal of Service Research y Journal of Interactive Marketing. Actualmente es Editor Senior de la revista BRQ Business Research Quarterly, y es miembro del Editorial Review Board de la revista Journal of Service Research.
Dirección: Facultad de Economía y Empresa (Campus Río Ebro), Edif. Lorenzo Normante, María de Luna s/n, 50018
Teléfono Interno: 4939
Teléfono Externo: 976761000
E-mail: javisese@unizar.es
INVESTIGACIÓN
Publicaciones relevantes:
Gao, X., de Haan, E., Melero, I., Sese, F. J. (2022), “Winning your customers’ minds and hearts: Disentangling the effects of lock-in and affective customer experience on retention“, Journal of the Academy of Marketing Science, in press.
Boyd, E., Sese, F.J., Tillmanns, S. (2022), «The design of B2B customer references: A signaling theory perspective«, Journal of the Academy of Marketing Science, in press.
Minguez, A., Sese, F.J. (2022), «Periodic Versus Aggregate Donations: Leveraging Donation Frequencies to Cultivate the Regular Donor Portfolio«, Journal of Service Research, in press.
Viswanathan, V., Koetterheinrich, K., Bijmolt, T.H.A., Krafft, M., Sese, F.J. (2022), «Quantifying the effect of status in a multi-tier loyalty program«, Industrial Marketing Management, Vol. 104, 376-383.
Liu, H. y Sese F.J. (2022), “The Impact of Mobile App Adoption on Cross-buying: The Moderating Roles of Product Category Characteristics and Adoption Timing”, Journal of Retailing, Vol. 98 (2), 241-259.
Cambra, J., Melero, I., Patricio, L. y Sese F.J. (2020), “Chanel Habits and the Development of Successful Customer-Firm Relationships in Services”, Journal of Service Research, 23 (4), 456–475.
Gao, X., Melero-Polo, I. y Sese F.J. (2020), «Customer Equity Drivers, Customer Experience Quality, and Customer Profitability in Banking Services: The Moderating Role of Social Influence«, Journal of Service Research, 23 (2), 174-193.
Cambra-Fierro, Gao, X., Melero-Polo, I. y Sese F.J. (2019), “What Drives Customers’ Active Participation in the Online Channel? Customer Equity, Experience Quality, and Relationship Proneness”, Electronic Commerce Research and Applications, 35 (May-June).
Petersen, J. A., Kumar, V., Polo, Y. y Sesé, F. J. (2018), “ Unlocking the power of marketing: understanding the links between customer mindset metrics, behavior, and profitability“, Journal of the Academy of Marketing Science, Vol. 46 (5), 813-836.
Cambra, J., Melero, I., Sese, F. J. y van Doorn, J. (2018), “Customer-Firm Interactions and the Path to Profitability: A Chain-of-Effects Model”, Journal of Service Research, Vol. 21(2), 201-218.
Cambra, J., Melero, I. y Sese, F. J. (2018), “Customer value co-creation over the relationship life cycle”, Journal of Service Theory and Practice , Vol. 28(3), 336-355.
Viswanathan, V., Sese, F. J. y Krafft, M. (2017), “Social influence in the adoption of a B2B loyalty program: The role of elite status members”, International Journal of Research in Marketing ,Vol. 34(4), 901-918.
López, M.E., Melero, I. y Sesé, F.J. (2017), “Does specific CSR training for managers impact shareholder value? Implications for education in sustainable development“, Corporate Social Responsibility and Environmental Management, Vol. 24(5), 435-448.
Polo, Yolanda and Sese, F. Javier (2016), “Does the Nature of the Interaction Matter? Understanding Customer Channel Choice for Purchases and Communications,” Journal of Service Research, 19 (3), 276-290.
Cambra, Jesus; Kamakura,Wagner A.;Melero, Iguacel, and Sese, F. Javier (2016), “Are multichannel customers really more valuable? An analysis of banking services,” International Journal of Research in Marketing, 33 (1), 208-212.
Melero, Iguacel ; Sese, F. Javier ; Verhoef, Peter C. (2016), “Recasting the customer experience in today’s omnichannel environment,” Universia Business Review, Vol. 50. pp. 18-37.
Maicas, Juan Pablo; and Sese, F. Javier (2015), “Customer Base Management in Network Industries: The Moderating Role of Network Size and Market Growth,” European Management Review, 12 (4), 209-220.
Cambra, Jesús; Melero, Iguácel, y Sese, F. Javier (2015) “Managing Complaints to Improve Customer Profitability”. Journal of Retailing, 91 (1), 109-124.
Cambra, Jesus; Melero, Iguacel; and Sese, F. Javier (2015), “Does the Nature of the Relationship Really Matter? An Analysis of the Roles of Loyalty and Involvement in Service Recovery Processes,”Service Business, 9 (2), 297-320.
Cambra, Jesus; Melero, Iguacel; and Sese, F. Javier (2014), “From Dissatisfied Customers to Evangelists of the Firm: A Study of the Spanish Mobile Service Sector,” Business Research Quarterly, 17 (3), 191-204.
Polo, Yolanda y Sese, F. Javier (2013), “Strengthening Customer Relationships: What Factors Influence Customers to Migrate to Contracts?”, Journal of Service Research, 16 (2), 138-154.
Cambra, Jesús; Melero, Iguácel y Sese, F. Javier (2012), “Aproximación al Concepto de Engagement: Un Estudio Exploratorio en el Sector de la Telefonía Móvil,” Universia Business Review, 33, 84-103.
Polo, Yolanda, Sese, F. Javier and Verhoef, Peter C. (2011), “The Effect of Pricing and Advertising on Customer Retention in a Liberalizing Market,” Journal of Interactive Marketing, 25 (4), 201-214. Runner-up for the 2012 Award for the Best Paper
Polo, Yolanda and Sese, F. Javier (2009), “How to Make Switching Costly: The Role of Marketing and Relationship Characteristics,” Journal of Service Research, 12 (2), 119-137.
Maicas, Juan Pablo; Polo, Yolanda and Sese, F. Javier (2009), “The Role of Personal Network Effects and Switching Costs in Determining Mobile Users’ Choice,” Journal of Information Technology, 24 (2), 160-171.
Maicas, Juan Pablo; Polo, Yolanda and Sese, F. Javier (2009), “Reducing the Level of Switching Costs in Mobile Communications: The Case of Mobile Number Portability,” Telecommunications Policy, 33 (9), 544-554.
Ocaña, Carlos; Polo, Yolanda and Sese, F. Javier (2009), “Existencia y Heterogeneidad de los Costes de Cambio en la Industria de la Telefonía Móvil,” Hacienda Pública Española, 191 (4), 9-26.
Polo, Yolanda, and Sese, F. Javier (2009), “La Retención de los Clientes. Un Estudio Empírico de sus Determinantes,” Revista Española de Investigación de Marketing, 13 (1), 117-137.
Maicas, Juan Pablo, and Sese, F. Javier (2008), “Análisis de la Intensidad de los Costes de Cambio en la Industria de la Telefonía Móvil,” Cuadernos de Economía y Dirección de la Empresa, 35, 27-56.
Maicas, Juan Pablo, Polo, Yolanda, and Sese, F. Javier (2007), “El Papel de los Costes de Cambio en las Relaciones con los Clientes a Largo Plazo,” Universia Business Review, 14, 42-55.
Maicas, Juan Pablo; Polo, Yolanda and Sese, F. Javier (2006), “The Impact of Customer Relationship Characteristics on Customer Switching Behavior: Differences between Switchers and Stayers,” Managing Service Quality, 16 (6), 556-574.
DOCENCIA
Asignaturas de Grado:
Grado en Marketing e Investigación de Mercados:
Asignaturas de Posgrado:
Máster Universitario en Dirección, Estrategia y Marketing
Publicaciones Relevantes en Docencia:
- Blasco, Lorena; Buil, Isabel; Hernández, Blanca y Sese, F. Javier (2013), “Using Clickers in Class. The Role of Interactivity, Active Collaborative Learning and Engagement in Learning Performance,” Computers and Education, 62 (March), 102-110.
- Buil, Isabel; Hernández, Blanca; Sese, F. Javier y Urquizu, Pilar (2012), “Los Foros de Discusión y sus Beneficios en la Docencia Virtual: Recomendaciones para un Uso Eficiente,” Innovar, 22 (43), 131-143.
- Hernández, Blanca; Montaner, Teresa; Sese, F. Javier y Urquizu, Pilar (2011), “The Role of Social Motivations in e-Learning: How Do They Affect Usage and Success of ICT Interactive Tools?,” Computers in Human Behavior, 27 (6), 2224-2232.
Horario de Tutorías:
- Lunes: 15.00 a 17.00
- Martes: 13.00 a 17.00