Ilaria Dalla pozza

IPAG Business School




Publications and working papers:

  • Dalla Pozza, I., Goetz, O., Sahut, J.M., "Implementation effects in the relationship between CRM and its performance", accepted at Journal of Business Research 
  • V. Kumar, Rajan, B., Gupta, S. and Dalla Pozza, I., “Customer Engagement in Services”, "Journal of the Academy of Marketing Science", accepted for publication, forthcoming
  • Dalla Pozza, I., Oliveira Brochado, A., Texier, L.and Najar, D. (2018), "Multichannel segmentation in the after-sales stage in the insurance industry", International Journal of Bank Marketing
  • Dalla Pozza, I. and Texier, L. (2017), " Vers un nouveau concept de proximité dans la relation conseiller-client: le cas de la banque et de l'assurance", Gestion 2000, forthcoming
  • Dalla Pozza, I., Heitz-Spahn, S. and Texier, L. (2017), "Generation Y multichannel behaviour for complex services: the need for human contact embodied through a distance relationship", Journal of Strategic Marketing 25(3), 226-239
  • Dalla Pozza, I. and Texier, L. (2017), "Augmenter la profitabilité d’entreprise à travers l’implémentation de la CLV en assurance", Banque et Stratégie, N. 358, Mai 2017
  • Dalla Pozza, I., Texier, L. et al., (2016), "La gestion des réclamations via les réseaux sociaux : un outil au service de la relation client", Banque et Stratégie, Mai 2016
  • Dalla Pozza, I. (2016), "Grounded Theory, Cas d'application en Marketing Digital et multi-canal", Survey Magazine, 4ème trimestre 2016, p. 97 - 99
  • Dalla Pozza, I. and Texier, L. (2015), "Marier Actuariat et Marketing", Banque et Stratégie, N. 336, May 2015
  • Dalla Pozza, I. and Texier L. (2014), "Le parcours client est devenu de plus en plus multicanal", (Customer path is becoming multichannel), NewsAssurancePro, December 2014.
  • Dalla Pozza, I., Texier L. and Robson J., "Creating customer value trough a multichannel service delivery: a conceptual framework" working paper
  • Dalla Pozza, and Guetchouli, M. " The changing role of the salesperson in a multichannel context: an example from the insurance industry" working paper
  • Dalla Pozza, I., Oliveira Brochado, A., Texier, L. “The impact of the distribution system on customer reviews : a content analysis with Leximancer in the French insurance industry” working paper
  • Dalla Pozza, I., and Robson J., "What brings Fintech's success: the power of the ecosystem" working paper