Concordia University

https://www.concordia.ca/content/concordia/en/jmsb/faculty.html

Michèle Paulin, LLB, MBA, PhD

Professor, Marketing
Royal Bank of Canada Professorship in Strategic Relationship Marketing, Marketing

Office: S-MB 13301 
John Molson Building,
1450 Guy
Phone: (514) 848-2424 ext. 2954
Email: michele.paulin@concordia.ca
Website(s): Concordia Newsmaker of the week
Marketing Department

Dr. Paulin published her first book: Tout est parfait, tout le monde le pense! (michelepaulin.com). English version soon available.

Book description: Do we really believe, that in today’s world everything is perfect for individuals and society? As parents, educators, managers and visionary millennials, can we ignore personal suffering, miss-behaviour and growing inequalities among people? Are these due to frequent unethical actions of many political and business decision makers in the areas of education, health and ecology? This book explores these issues by a unique, practical, erudite and often amusing theatrical experience of conversation between a troubled businessman and his master of personal transformation. A typical reader participates in this dynamic process by offering reflections throughout each of the five phases of this conversation. This eventually leads to the businessman’s personal contentment, happiness and effectiveness at improving the well-being of his entourage and society. In a highly innovative and creative manner, Michèle Paulin employs her vast 25-year experience as a distinguished university professor, business person and lawyer. We gain awareness of the importance of the quality of empathy. Enjoy this unique experience that can be readily applied to our own lives.

Tout est parfait, tout le monde le pense! Croyons-nous vraiment que, dans le monde actuel, tout est parfait pour les individus et la société? En tant que parents, éducateurs, gestionnaires, milléniaux, visionnaires pouvons-nous ignorer la souffrance personnelle, les comportements illégaux et abusifs, et la croissance des inégalités entre les gens? Est-ce le résultat d'actions contraires à l'éthique dans quelque domaine que ce soit: éducation, santé et écologie? Ce livre explore ces sujets à travers une amusante expérience théâtrale se basant sur des conversations uniques, pratiques et érudites entre un homme d'affaires préoccupé et son maître, un expert dans la transformation personnelle. Un lecteur type participe à ce processus dynamique en passant des réflexions tout au long des cinq phases de cette conversation. Finalement, ceci apporte à cet homme d'affaires satisfaction et bonheur lui permettant d'améliorer le bien-être de son entourage et celui de la société. Comme auteure créative et innovatrice, Michèle Paulin se sert de sa vaste expérience de plus de 25 ans comme professeure distinguée, personne d'affaires et avocate, et en fait profiter les lecteurs. Nous serons surpris d'apprendre l'importance de l'empathie dans notre propre vie, et à même d'apprécier cette qualité. Amusons-nous à vivre cette expérience inusitée, que tous peuvent mettre en pratique.


In addition to her book(s), she focuses in linking Strategic Relationship Marketing in theory, research-education and practice; “Evolution or Revolution of Marketing in B2B, B2C and B2Community”. Her research and teaching relate to Paradigms from the European Nordic School of Networks and Relationships and the emerging Service-Dominant logic: from conventional single-firm perspective towards commitment to multi-party collaborative processes where “service” is the fundamental basis of all exchanges and the source of mutual value creation, whether achieved directly through intangible services (plural) or indirectly conveyed through physical products.


Dr. Paulin has won the 2013 JMSB Teaching Award. She teaches Service Marketing, Business-to-Business Marketing, Relationship Marketing at the undergraduate and graduate level. She supervises graduate students interested in inter-disciplinary research exploring models where performance is viewed as interactive, collaborative and relational.  Research interests: ethical service value systems and exchanges, customer focus strategy incorporating people, aesthetic-architecture systems and processes with an ecological balance; “customer focus” organizational behaviour and relationships, service management concepts in B2B, B2C and B2Community ; long-term inter-firm performance ; community development in social marketing ; dialog and concrete actions through social media, mass-customization and other means ; Millennials as future “community actors”. Her research portfolio includes international studies with “real subjects” in different services networks: banking, health care, hospitality, biotech and venture capitalists (Canada, Mexico, USA, France, Germany and Tunisia).


Dr. Paulin published in the: European Journal of Social Psychology, Journal of Nonprofit and Public Sector Marketing, Journal of Business-to-Business Marketing, Journal of Service Management, Journal of the Academy of Marketing Science, Journal of Business Research, Health Marketing Quarterly, Journal of Small Business Enterprises, Quality Management in Services, European Journal of Marketing, International Journal of Service Industry Management, International Journal of Bank Marketing, Managing Service Quality, Revue Gestion and others. She presented papers at the: American Marketing Association Conferences, International Research Seminar in Service Management, International Customer Relationship Management, Naples Forum on Service, European Institute for Advanced Studies in Management, Industrial Purchasing and Marketing Conference on business-to-business services, Academy of Marketing Science, European Marketing Academy and European Academy of Management. Her team won the best paper track award at the AMA Conference (2008).


Dr. Paulin has hosted October 20th 2011, The Service-Dominant Logic: An Evolution Or Revolution In Marketing Theory And Practice? A One-Day Workshop With Dr. Stephen Vargo and Dr. Robert Lusch and a Four-University Panel of Montreal Marketing-Management Scholar Dr. J.-C. Chebat (HEC), Dr. T. Dotzel (McGill), Dr. Roy Toffoli (UQÀM), Dr. Richard Michon (Ryerson), Dr. R.J. Ferguson and Dr. Le Bel (JMSB) followed by a business seminar addressed to top executives in Montreal. Dr. Paulin co-chaired “Service Innovation”, 5th European Academy of Management (EURAM); co-organized the 9th International Colloquium in Relationship Marketing (ICRM). ICRM is held in prestigious universities (History of the Colloquium). Following ICRM, the International Business Seminar on Effective Relationship Management brought together the best innovative concepts and practices in the Relationship Marketing and Service Management (BB&T banks, Shouldice Hospital, Le Cirque du Soleil) and speakers (Dr. Schneider, Dr. Spekman, Dr. Gummesson and Dr. Piller).


Dr. Paulin was awarded research grants: Fonds Québécois de la Recherche sur la Société et la Culture (FQRSC); Fonds pour la Formation de Chercheurs et l'Aide à la Recherche (FCAR) and the RBC Professorship, Strategic Relationship Marketing (2010-2015; 2015-2020). She also won several internal research grant (e.g. CASA, ARRE) with her graduate students including Luc Beauregard Centre of Excellence in Communications Research, PR & Ethics. In addition to more than 50 publications and scientific presentations, grants and graduate student supervisions, Dr. Paulin has developed new venues for international research and student supervision with a broad perspective (North American, European and North African) to enhance education and research output with business and international research communities: (2000-2008) International visiting professor group with Dr. Reichwald at the Technische Universität München (TUM) (Munich, Germany) (2000-2008); Prof. Dr. Frank Piller, Chair for Technology and Innovation and Management at RWTH (Aachen) and MIT visiting professor, Mass Customization (2009-); Professor Dr. Kathrin Möslein (University Erlangen), and; Dr. Bahia Bejar (ENIT University, Département de Génie Industriel, Tunis) (2007-2013).


Areas of Expertise

  • Business-to-business services
  • Strategic relationship marketing
  • Service management and marketing


Teaching Undergraduate and Graduate Levels

Service marketing

Service is defined as the application of specialized competences (knowledge, skills and technology) through deeds, processes, and performances to co-create or co-destroy value for another entity and the identity itself. Most importantly, for strategic relationship marketing, this reciprocal provision of “service-for-service” dictates that all exchanges are “inherently interactional, collaborative and relational”.

Service marketing is taught with a service-logic as opposed to a goods-logic (http://www.sdlogic.net/). The emphasis is on the customer experience (singular or plural) and how an organization (or many) can better align the design of the experience with the offering. The approach is grounded in respecting ecology (re-use, re-cycle, resource protection, etc.), adopting an ethical mindset, understanding the strategic importance of design (physical evidence and layout, atmosphere and behind the scene systems, processes, logistic), paying attention to the aesthetic/artistic vision as part of the overall service experience. Service marketing is more than a sell of a product, it is about co-designing the customer service experience with the customer, the contact personnel and behind the scene multiple interactions (virtual and physical). It is not a static model and requires a permanent dialog/interaction between the organization(s), the employee(s), the customer(s) and the stakeholder(s) to evolve with the trends and societal concerns.

Business-to-Business: An ecosystem perspective

"B2B is not an Island" (Gummesson and Polese, 2009). Directed to future decision makers who are entrepreneurs, work with not-for-profit and charitable organizations or are administrators in large institutions, we speak of "actors" who interact to co-create and co-evolve in managing dynamic ecosystems. Decision makers need to develop their critical thinking and creativity, and review their models in order to work under high uncertainty contexts. This course facilitates articulated conversations around complex problems to be solved with a service-logic as opposed to a product/goods-logic mindset.  Students are challenge to think “out-of-the box”, develop their vision in understanding the complex inter-relations between actors at different levels of the ecosystem (micro, mezzo, macro, mega). They learn to integrate marketing and management skills in their thinking and consider the following elements in their prototype design (new model of actors-to actors evolving in the ecosystem complexity) : societal and environmental impacts, design thinking with an artistic/aesthetic dimensions, artificial intelligence and robotics, big data influence on decision making and morphology of market exchanges.










Strategic Relationship Marketing

Strategic Relationship Marketing (SRM) is more than customer relationship management (CRM). It requires a multidisciplinary lens to view all facets of relationships at different levels of the ecosystem. Experts with various background need to identify many parts of the puzzle: theories, concepts and measures, methodologies, result analysis with an open mind avoiding short-term vision and economic myopia. What we measure and what we see may not provide a sense for what we feel and what we should be looking at. In the SRM perspective one must understand the context complexities (business, culture, group of stakeholders) with an ethical, an artistic/aesthetic design approach and an ecological mindset. More on the Royal Bank of Canada, Professorship in Strategic Relationship Marketing.

SRM for business and decision makers for profit and community organizations: Learn to think "out-of-the box" from the micro to the mezzo, macro and mega levels of the ecosystems. At the micro, one deals with the service management experience (design, logistics, customer-to-customer interactions, employees, etc.). At the mezzo, macro and mega levels, we look at the complexity of the connections taking into account the whole network (nature and resources, live species, business and communities, fluidity of design systems and transportation, urban planning and architecture, epidemic and public health, overall education level, human and technology literacy, etc.). An ecosystem is evolutive, dynamic and turbulent. We think it can be governed at the institutional level (Governments, the GAFAs, etc.). We forget that nature (natural elements and live species) integrates all aspects of all ecosystems and disturb our thoughts that we can control everything...

The performance of a SRM can be seen from different lenses - control, power, structure or from a Return on: Knowledge enhancement; Respect of culture and community; Reputation; Credibility; Trustworthy future developments; Innovation and breakthroughs, Design and Aesthetics, Ecology, etc. "Intangible assets" remain  neglected in the "profit" equation where "standardized" commodities are favoured because they are perceived to be "more efficient". In this case, SRM is viewed as a commodity as well. Feedback is essential in a SRM approach to create, innovate and demonstrate "care and engagement" through coherent and concrete actions. There are machine-ecosystems defining data parameters, integrating artificial intelligence and robotics. Without humanistic values related to empathy, sensitivity, integrity, decency, tenderness, tolerance, common sense, goodwill, patience and wisdom...we would need to question our  SRM assumptions and the future of our human societies...


Research activities

Context

Strategic Relationship Marketing (SRM) grounds itself in the Service-Logic (SL), the Chaos and Ecosystem Theories and the Humanitas (philosophies around human nature, civilization and kindness). Ecosystems are dynamic, evolutive and chaotic. They are composed of different actors. These actors are living entities (species, human, organizations, institutions) and artificial machines that impact human lives, systems, logistics, public health (artificial intelligence, robots, virtual compositions such as bitcoin, etc.). SL represents a shift from the marketing conventional single-firm perspective or Goods-Logic (GL). GL concepts are grounded on certainty, mechanized systems, tangible products and short-term transactions outsourcing costs and risks to other stakeholders (actors) while SL is oriented towards commitment to multi-party collaborative processes where “service” (singular) is the fundamental basis of all exchanges/experiences and the source of mutual value creation/destruction, whether achieved directly through intangible services (plural) or indirectly conveyed through physical products. Service is defined as the application of specialized competences (creativity, critical thinking, knowledge, skills, technology) through deeds, processes, and performances to co-create/co-destroy value for another entity and the identity itself. For healthy equilibrated SRM, the reciprocal provision of “service-for-service” dictates that all exchanges are “inherently interactional, collaborative and relational”. Exchanges incorporate actors (directly or indirectly involved) within all ecosystems and networks private/public spheres. SRM compose with societal issues and trends (e.g. artistic/aesthetic, ecological and environmental, social and cultural evolution) and is embedded in an ethical philosophical perspective. To succeed in a SRM, one should understand and apply some basic human values using practical methodologies such as: experiential learning, reasoning, creativity, critical analysis through the conversation method, practice equilibrium within oneself and behave as a responsible citizen (respect, compassion, listening, common sense, altruism, decency, etc.). These methodologies develop the lenses required to observe and critically analyze complex ecosystems and actors from a service-logic. They provide another vision to identify "intangible" gaps, develop and design prototypes that take into consideration the "cloud" or the "atmosphere" and help redirect and re-equilibrate the ecosystem for wealthy and healthy exchanges to all parties. Cautious warning: nothing is perfect, but the impossible is possible.



Publications

Paulin, M. (2019), Tout est parfait, tout le monde le pense! John Aylen Books, 470 pages.
Disponible sur le site web michelepaulin.com (copie papier) et Amazon.ca (kindle et copie papier). Version anglaise printemps 2020.

Refereed Journal Articles

Ferguson, R.J., K. Schattke & M. Paulin. Persuasions by corporate and activist NGO strategic website communications: Impact on perceptions of sustainability messages and greenwashing. Humanistic Management Journal, Paper accepted.

Paulin, M., K. Schattke, Ronald J. Ferguson (2019). Framing of opposing corporate and activist NGO website communications: Impacts on perceptions of tripartite sustainability values and joining online networks. Universal Journal of Management, 7(1), 1-10. DOI: 10.13189/ujm,2019.070101.

Fewster, B., H. Brais, S. Gregory & M. Paulin (2019). Working together in Montreal to improve veterans’ well-being. Journal of Humanistic Psychology, 1-21. DOI: 10.1177/0022167819848245.

Schattke, K., R.J. Ferguson & M. Paulin (2018). Motivations to support charity-linked events after exposure to facebook appeals: Emotional cause identification and distinct self-determined regulations. Motivation Science, 4(4), 315-332.

Ferguson, R.J., K. Schattke, & M. Paulin (2016). The social context for value co-creations in an entrepreneurial network: Influence of interpersonal attraction, relational norms and partner trustworthiness. International Journal of Entrepreneurial Behavior & Research, 22(2), 199-214.

Salman, A., R.J. Ferguson, M. Paulin, & K. Schattke (2016). Gaining millennial women’s support for a fashion show: Influence of fashion experiences, gender identity and cause-related Facebook appeals. Journal of Global Fashion Marketing, 7(2), 132-146. DOI:10.1080/20932685.2015.1130592.

Kiani, I., M. Laroche & M. Paulin (2015).Development of market Mavenism traits: Antecedents and moderating effects of culture, gender, and personal beliefs.  Journal of Business Research, 69(3), 1120-1129.

Ferguson, R.J., J. Gutberg, K. Schattke, M. Paulin & N. Jost (2015). Self-determination theory, social media and support for charitable causes: An in-depth analysis of autonomous motivation. European Journal of Social Psychology’s Special section, Putting the Social (Psychology) into Social Media, 45(3), 298-307. (Impact factor 2.22 five year, ranked 21/60 in social psychology).DOI: 10.1002/ejsp.2038.

Paulin, M., R.J. Ferguson, N. Jost & J-M Fallu (2014). Motivating millennials to engage in charitable causes through social media. Journal of Service Management. 25(3), 334-348. (Impact factor 1.86, 1.22 for 5 years). DOI: 10.1108/JOSM-05-2013-0122. Received highly recommended award from JOSM for 2014.

Paulin, M., R.J. Ferguson, K. Schattke & N. Jost (2014). Millennials, social media, prosocial emotions and charitable causes: The paradox of gender differences! Journal of Nonprofit & Public Sector Marketing. Special issue Emotions in prosocial decision-making, 26(4), 335-353. DOI:10.1080/10495142.2014.965069.

Ben Letaifa, S. & M. Paulin (2011).Et si les banques agissaient comme catalyseur de l’innovation sociale et levier de développement des PME. La Revue Gestion, Dossier Relation avec les Communautés, 36(2), Summer,79-88.

Ferguson, R.J., M. Paulin & J. Bergeron (2010). Customer sociability and the total service experience: Antecedents of positive word-of-mouth intentions. Journal of Service Management, 21(1), 25-44.DOI:10.1108/09564231011025100.

Paulin, M. & R.J. Ferguson (2010). Relational norms in interfirm exchanges: From transactional cost analysis to the service-dominant logic. Journal of Business-to-Business Marketing, 17(4), 1-41. DOI:10.1080/10517120903574615.

Paulin, M. (2009). La relation client: hors service? Revue Gestion, Dossier Relation Client, 33(4), 41-47.

Ferguson, R.J., M. Paulin & E. Leiriao (2006). Loyalty and positive word-of-mouth: Patients and hospital personnel as advocates of a customer-centric health care organization. HealthMarketing Quarterly, 23(3), 59-78.

Paulin, M., R.J. Ferguson & J. Bergeron (2006). Service climate and organizational commitment: The importance of customer linkages.  Journal of Business Research, 59, 906-915.

Ferguson, R.J., M. Paulin & J. Bergeron (2005).Contractual governance, relational governance and the performance of interfirm service exchanges: The influence of boundary-spanner closeness. Journal of the Academy of Marketing Science, 33(2), 217-234.

Ferguson,R.J., M. Paulin, C. Mueller & K. Moeslein (2005). Relational governance, communication and the performance of biotechnology partnerships. Journal of Small Business and Enterprise Development, 12(3), 395-408.

Paulin, M., R.J. Ferguson & M. Payaud (2000). Effectiveness of relational and transactional cultures in commercial banking: Putting client-value into the competing values model. InternationalJournal of Bank Marketing, 18(7), 328-337.

Paulin, M., R.J. Ferguson & M. Payaud (2000). Business effectiveness and professional service personnel: Relational or transactional managers? The European Journal of Marketing, 34(3/4), 453-471.

Bahia, K., M. Paulin & J. Perrien (2000). Reconciling literature about client satisfaction and perceived service quality. Journal of Professional Services Marketing, 21(2), 27-41.

Paulin, M., R.J. Ferguson & A-M Alvarez Salazar(1999). External effectiveness of service management: A study of business-to-business relationships in Mexico, Canada and the United States. International Journal of Service Industry Management, 10(5),409-429.

Ferguson, R.J., M. Paulin, C. Pigeassou & R. Gauduchon (1999). Assessing service management effectiveness in a health resort: Implications of technical and functional quality. Managing Service Quality, 9(1), 58-65.

Paulin, M., J. Perrien, R.J. Ferguson, A-M Alvarez Salazar & M.L. Seruya (1998). Relational norms and client retention: External effectiveness of commercial banking in Canada and Mexico. International Journal of Bank Marketing,16(1), 24-31.

Paulin, M., J. Perrien & R.J. Ferguson (1997). Relational contract norms and the effectiveness of commercial banking relationships. International Journal of Service Industry Management, 8(5), 435-452.


Peer-reviewed Conference Presentations

Ferguson, R.J., M. Paulin & K. Scattke (2017). Empirical evidence of decoupling in sustainability communications: The case of the Energy East Pipeline project.

Conference, Sustainability Across Disciplines, March 16-17th, Montreal, Canada.

Paulin, M., R.J. Ferguson & K. Schattke (2016). Millennials’ perceptions of corporate good versus societal good as presented in online communications: A study of the controversial issues and greenwashing. 

24th International Colloquium on Relationship Marketing (ICRM), September 6th-9th, Toulouse, France.

Ferguson, R.J., A. Salman, M. Paulin & K. Schattke (2015). Engaging millennial women to support a fashion event through social media: How important is the cause in cause-related marketing? 

44th European Marketing Academic Conference (EMAC), May 26-29th, Leuven, Belgium. 


Ferguson, R.J., A. Salman, M. Paulin & K. Schattke (2015). Making nonprofit partnerships with businesses more effective: Importance of emphasizing the charitable cause in social media appeals. 

European Academy of Management (EURAM), 17-20th June, Warsaw, Poland.

Paulin, M., R.J. Ferguson, A. Salman & K. Schattke (2015). Emphasizing the cause in cause-related marketing? Gaining millennial women’s support for a fashion event through facebook appeals. 

American Marketing Science (AMS) World Marketing Congress, July 14-18th, Bari, Italy.

Jost, N., K. Schattke, R.J. Ferguson & M. Paulin (2014). Millennials social behaviors within a social media context – gender differences count. 

74rd Annual Meeting of the Academy of Management (AOM), August 1-5th, Philadelphia, Pennsylvania, USA. 

Jost, N., M. Paulin, R.J. Ferguson & K. Schattke (2014). Gender differences among millennials with regard to the marketing of charitable causes through social media. 

Waves and Winds of Strategic Leadership for Sustainable Competitiveness, The European Academy of Management (EURAM), June 4-7, Valencia, Spain.

Paulin, M. R.J. Ferguson, N. Jost & K. Schattke (2014). Self-determination theory and its application in the autonomy supportive context of the Web 2.0. 

Waves and Winds of Strategic Leadership for Sustainable Competitiveness, The European Academy of Management (EURAM), June 4-7, Valencia, Spain.

Schattke, K., R.J. Ferguson & M. Paulin (2014). Why integrated regulation matters: An in-depth analysis of motivational regulations to support for charitable causes. 

Society for the Study of Motivation (SSM), May, San Francisco, California. 

Ferguson, R.J., M. Paulin, N. Jost, K. Schattke & J-M Fallu (2013). Millennials, social media, moral identity & support for social causes: do gender differences count?

73rd Annual Meeting of the Academy of Management (AOM), August 9-13, Orlando, USA.

Ferguson, R.J., M. Paulin, N. Jost & J-M Fallu (2013). Social network sites and marketing “with” millennials in support of social causes. 

The Naples Forum on Service, Many-to-Many Marketing and Markets as Networks, June 19-21, Ischia, Italy.

Gutberg, J., M. Paulin & R. Ferguson (2013). Millennials, charitable causes, and social media. 

5th Annual Conference on Self-Determination Theory, June, Rochester, NY.

Schattke, K., M. Paulin & R. Ferguson (2013). Why do people want to support charitable organizations? The interplay of other benefit-appeals, autonomous motivation, and controlled motivation. 

6th Annual Meeting of the Society for the Study of Motivation (SSM), May, Washington (DC).

Fallu, J-M, N. Jost, R.J. Ferguson & M. Paulin (2012). Generation Y support for the cause of breast cancer: influence of social identities, motivation, and self-versus other-benefit facebook appeals. Human Experience and Beyond, to Co-Creation, Twentieth International Colloquium Relationship Marketing (ICRM), September 24-27th, Nottingham, UK.

Jost, N., J-M Fallu, M. Paulin & R.J. Ferguson (2012). Morality influences on generation Y support for the cause of youth homeless: the importance of gender differences. 

Human Experience and Beyond, to Co-Creation, Twentieth International Colloquium Relationship Marketing (ICRM), September 24-27th, Nottingham, UK.

Paulin, M., R.J. Ferguson & S. Ben Letaifa (2012). Relational norms and value co-creations in ecosystems: a service-dominant logic view.

Symposium on Strategic Management of Platforms and Ecosystems, The Informal Economy, The Academy of Management (AOM), Boston August 3-7, Boston, USA.

Ferguson, R.J., M. Paulin, J-M Fallu & M. Gagné (2012). Social networking as an innovative process to foster prosocial behavior with Gen Y: Influence of autonomous motivation and other versus self-benefit Facebook appeals. 

Social Innovation for Competitiveness, Organisational Performance and Human Excellence, The European Academy of Management (EURAM), June 6-8th, Rotterdam, Netherlands.

Khadam, M., R.J. Ferguson, M. Paulin, M. Gagné & J-M Fallu (2011). Two faces of facebook: the influence of self versus other-benefit appeals of the prosocial behavioural intentions of generation Y (GENYS). The Future of Relationship Marketing: A Technologically Connected Global Social Network,

The 19th International Colloquium in Relationship Marketing (ICRM), Saunders College of Business, Rochester Institute of Technology, September 27-30th, Rochester, NY.

Ben Letaifa, S. & M. Paulin (2011). How national culture impedes entrepreneurship: the case of the information and communications technology sector in Quebec. 

The 7th Conference on Critical Management Studies (CMS), July 8-13th, Naples, Italy.

Paulin, M., R.J. Ferguson & J-M Fallu (2011). Value co-creations in network partnerships: a service-dominant logic view. 

The Naples Forum on Service, Service-Dominant Logic, Network & Systems Theory and Service Science, June 14-17th, Anacapri, Italy.

Paulin, M., R.J. Ferguson & J-M Fallu (2010). Trustworthiness and value co-creation in interfirm relational exchanges. 

The 18th International Colloquium in Relationship Marketing (ICRM), September 27-29th, Henley Business School, UK.

Ben Letaifa, S. & M. Paulin (2010). Enhancing the relationships between banks and their stakeholders: how to bring back trust with small business customers. 

Back to the Future, Hybrid Value Creation & Service-Dominant Logic, The 10th European Academy of Management (EURAM), May 19-22nd, Rome, Italy.

Ben Letaifa, S. & M. Paulin (2010). Comparative analysis of information and communication technologies and the banking industry. 

Back to the Future, Hybrid Value Creation & Service-Dominant Logic, The 10th European Academy of Management (EURAM), May 19-22nd, Rome, Italy.

Paulin, M. & R.J. Ferguson (2010). Inter-firm relational exchanges and the service-dominant logic. 

Back to the Future, Hybrid Value Creation & Service-Dominant Logic, The 10th European Academy of Management (EURAM), May 19-22nd, Rome, Italy.

Ben Letaifa, S. & M. Paulin (2009). Incorporating marketing strategy and management: the umbrella of the ecosystem theory. 

The 2009 EIASM Naples Forum on services: Service-Dominant Logic, Service Science, and Network Theory, June 17-21th, Anacapri, Italy.

Ben Letaifa, S. & M. Paulin (2009). Une innovation sociale durable et éthique: proposition pour redonner confiance aux clients des banques commerciales. 

Le 77ième Congrès de l'Association francophone pour le savoir (ACFAS), May 11-12th, Ottawa, Canada.

Ben Letaifa, S. & M. Paulin (2009). Pourquoi et comment innover par le relationnel durable ? Transposer le modèle à succès de l’innovation ouverte des Technologies de l’information et des communications (TIC) au secteur financier. 

Le 77ième Congrès de l'Association francophone pour le savoir (ACFAS), May 11-12th, Ottawa, Canada.

Ferguson, R.J. & M. Paulin (2009). Relational governance in business-to-business exchanges: an analysis of twenty years of empirical evidence. 

Conference proceedings The European Academy of Management (EURAM), May 11-14th, Liverpool, UK. 

Durif, F., M. Paulin & J. Bergeron (2008). The operationalization of Macneil’s relational norms in interfirm exchanges: A descriptive meta-analysis. 

AMA Summer Marketing Educators’ Conference, August 8-11th, San Diego, USA.

Book Chapters

Richard,M-O, M.R. Habibi, M. Laroche & M. Paulin (2016). Recent advances in online consumer-behavior. In Lee, editor Encyclopedia of E-Commerce Development, Implementation, and Management, IGI Global, 1706-1723.

Paulin, M. (2011). La relation client: hors service? In La revue gestion, Dossier Relation Client, 33 782-796 : Prôner une performance au travail respectueuse de l’éthique et de la relation client. Gestion de la performance au travail :Défis et tendances (2011), Collection Gestion et Savoirs, Ed. Sylvie St-Onge (HEC).

Paulin, M., R.J. Ferguson & E. Leiriao (2008).Loyalty and positive word-of-mouth: Patients and hospital personnel as advocates of a customer-centric health care organization. In Health Care Marketing Innovations:Constructing Customer Experiences to Achieve High Performance, HaworthPress.

Paulin, M., R.J. Ferguson & M. Payaud (2006). Service management effectiveness and organizational culture: A modification of the competing values model. In C.P. Rao (ed.), New Perspective Marketing Series, Marketing and Multicultural Diversity, Ashgate Publishing Limited, England, 191-199.

Ferguson,R.J., M. Paulin & C. Pigeassou (1999). Le marketing et le sport. Dans Les Sciences de la Performance à l’Aube du XXI e siècle, Dixièmes Entretiens du Centre Jacques-Cartier, P. Lanteri, A. Midol et I. Rogowski (eds.), Thème 1 Éthique, Sport et Société au XX1ième Siècle, 69-78.

Paulin, M. & J. Perrien (1996). Measurement of service quality: The effect of contextuality” In P. Kunst and J. Lemmink (Eds.), Managing Service Quality,Vol. II, University of Maastricht Press, Ch. 6, 79-96.


Participation activities

Research Seminars

Paulin, M. & R.F. Ferguson (2016). Millennial’s perception of greenwashing: social media and the Energy East Pipeline. The David O’Brien Centre for Sustainable Enterprise at the John Molson School of Business (Canada, Montreal).

Paulin, M. & R.F. Ferguson (2016). Millennial’s Degree of Support and Perception of Greenwashing after Exposure to Corporate and Societal Websites about the “Energy East” Oil Pipeline Project. Technology and Innovations Management RWTH-PhD & MSc seminar (Germany, Aachen).

Ferguson, R.J. & M. Paulin (2015). The fundamental review of service marketing and management: Co-design the service experience with stakeholders and customers. Technology and Innovations Management RWTH-MSc seminar (Germany, Aachen).

Ferguson, R.J., M. Paulin & N. Jost (2012). Millennials, social network and cause marketing: self-other benefit appeals, autonomous motivation and identity. Technology and Innovations Management RWTH-PhD seminar (Germany, Aachen).

Ferguson, R.J. & M. Paulin (2011). Antecedents of GENYS prosocial behaviour in a context of social media. Technology and Innovations Management RWTH-PhD seminar (Germany, Aachen).

Paulin, M. (2010). Value co-creation and inter-firm relational exchanges: importance of diverse trustworthiness assessments in biotechnology partnerships. PhD-MSc Seminar, Départementde Génie Industriel, ENIT (Tunisia, Tunis).

Paulin, M. (2010). How to link the service-dominantlogic to different research application taking into consideration the national culture. PhD-MSc Seminar, Département de Génie Industriel, ENIT (Tunisia, Tunis).

Paulin, M. (2009). The limit of the goods dominant logic in the Tunisian tourism services: how to develop a service oriented strategy? PhD-MSc Seminar, Département de Génie Industriel, ENIT (Tunisia, Tunis).

Paulin, M. (2009). New developments on service marketing and management: service dominant-logic, relational social exchange theory and ecosystems. PhD-MSc Seminar, Département de Génie Industriel, ENIT (Tunisia, Tunis).

Paulin, M. (2007). How relationship governance in business-to-business exchanges leads to longer-term business performance? PhD-MSc Seminar, Département de Génie Industriel, ENIT (Tunisia, Tunis).

Paulin, M. (2007). Relationship marketing: impact on business performance. MSc Seminar, Technische Universität of Munchen (TUM) (Germany, Munich).

Paulin, M. (2007). New developments on customer centric research in the hospitality industry. PhD-MSc Seminar, Département de Génie Industriel, ENIT (Tunisia, Tunis).

Paulin, M. & J-C Chebat (2006). New research interests and results in service marketing. Ph.D. seminar within the Research Chair of the ECSC, HEC  (Canada, Montreal).

Paulin, M. (2006). Challenges facing organizations in a business-to-business services global market environment. MSc Seminar, Technische Universität of Munchen (TUM)(Germany, Munich).

Paulin, M. (2005). Are we really considering customers at the center of our business strategy? MSc seminar, Technische Universität of Munchen (TUM) (Germany, Munich).

Paulin, M. (2004). Seminar on RET-TCA theory and practices. MSc seminar, Technische Universität of Munchen (TUM) (Germany, Munich).

Paulin, M. (2002). The notion of customer-perceived value: business-to-business to customers. MSc seminar, Technische Universität of Munchen (TUM) (Germany, Munich).

Paulin, M. (2000). B2B: the importance of service leadership. Technische Universität of Munchen (TUM) (Germany, Munich).

Symposiums & Workshops

ESG-UQÀM (2014), “Perspective interdisciplinaire des écosystemes d’affaires: vers une méta-théorie en sciences de la gestion?”, Dr. S. Ben Letaifa (ESG-UQÀM, Canada) in collaboration with Drs. P. Beaulieu (ESG-UQÀM, Canada), T. Hafsi (HEC, Canada), T. Isckia & D. Lescop (Telecom, École de Management, France), M. Paulin (Concordia, JMSB, Canada) & J. Reynoso (Egade Business School, Mexico), May 5th.


AOM Symposium on Strategic Management of Platforms of Ecosystems (2012), Organized by Dr. Ben Letaifa, G. Dagnino, M. Farashahi, R.J. Ferguson, A. Gawer, T. Hafsi, M. Paulin, August 3rd -7th, Boston, USA.

 

JMSB (2011), Within the RBC Professorship Strategic Relationship Marketing mandate, hosting and organizing the Academic Workshop, October 20th (JMSB, Concordia University). 


“The service-dominant logic: an evolution or revolution in marketing theory and practice?” Guest Speakers: Robert Lusch, Professor, James and Pamela Muzzy Chair in Entrepreneurship McGuire Center for Entrepreneurship Executive Director, The University of Arizona & Stephen L. Vargo, Professor of Marketing, Shidler College Distinguished Professor, University of Hawaii with Montreal-expert panellists: Jean-Charles Chebat, Chevalier de l’Ordre National du Québec, Professeur titulaire, Chaire de recherche ECSC, HEC Montreal; Thomas Dotzel, assistant Professor, Desautels Faculty of Management, McGill University; R.J. Ferguson, professor, Management, John Molson School of Business, Concordia University; J. Le Bel, associate professor, Marketing, John Molson School of Business, Concordia University; R. Michon, associate professor, Marketing, Ted Rogers School of Management, Ryerson University, M. Paulin, RBC Professorship in Strategic Relationship Marketing, professor, Marketing, John Molson School of Business, Concordia University, & R. Toffoli, Director, Marketing Communications Studies, professor, Marketing, École des Sciences de la Gestion, Université du Québec à Montréal.


JMSB (2001), Hosting of the 9th International Relationship Marketing Colloquium in Montreal September 24-26th, JMSB, Concordia University. 


The Colloquium was composed of a small number of academics around the world and presented papers on key issues with regards to: Viability of the Relationship Marketing Paradigm, People, Technology and Relationship Marketing, Networks, interactions and relationships, The Transactional-Relational continuum, Management concepts and Relationship Marketing, Return on Relationships.


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