alertAlert suspicious messages affecting higher education institutionsalert
We have been informed of a suspicion of massive phishing on illegal collection of school fees during the summer period. Phishing is a fraudulent technique used by hackers to retrieve generally banking or personal information. Before making any miscellaneous online payments or tuition fees, we invite you to be very careful and check the URL source (domain name) to ensure that you are on an official and secure site. Also check the sender's name in your emails and make sure that the spelling is correct. ESCP Europe will never ask you for personal information (username, secret code...) by e-mail. REMINDER: rules for protecting your access codes your passwords are strictly reserved for personal use, their conservation is under your responsibility.

We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we'll assume that you are happy to receive all cookies on the ESCP Europe website. However, if you would like to, you can change your cookie settings at any time.


25 June 2019 AT 02:00 P.M.
ESCP Europe – Campus République – Room 4310

Marion SANGLE-FERRIERE,PhD candidate in the PhD programme ESCP Europe, will publicly defend her PhD thesis in Management Sciences.
Thesis Title:
When customers avoid assistance seeking Assistance seeking avoidance and the effects of chat as an assistance channel.



  • Prof. Benjamin VOYER,
    ESCP Europe


  • Pr. Véronique Des Garets,
    Professor HDR, IAE- Université de Tours
  • Pr. Jean-François LEMOINE,
    Professor des Universités, Université Paris 1 Panthéon Sorbonne


  • Pr. Valérie GUILLARD,
    Professor des Universités, Université Paris Dauphine
  • Pr. Pierre-Charles PRADIER,
    Senior Lecturer, HDR, Université Paris 1 Panthéon-Sorbonne
  • Pr. Jean-François LEMOINE,
    University Professor, Université Paris 1 Panthéon Sorbonne


Consumers are facing more and more complex processes and technologies in their daily consumption, however they often refrain from asking for help.

The aim of this research is to better understand the reasons why consumers may – or not - request assistance from a service or product provider, and also to understand if and how chat may ease this assistance request. A qualitative exploratory fieldwork led us to identify the perceived threats that are associated with an assistance request. It also highlighted how chat may alleviate these threats. The anonymous nature of chat, however, casts doubts about the interlocutor’s nature (human or virtual), which, in return, mitigates the positive alleviating effects of chat. As the factors explaining assistance avoidance appear to be of attitudinal nature, we then define and measure the construct of “customer propensity to avoid assistance request”. This construct is then empirically tested, to assess the extent to which an assistance request is linked to a customer’s attitude towards assistance. Finally, we offer a typology suggesting that some consumers may be averse to requesting assistance, and may be more willing to do so by chat. Altogether, these results contribute to helping companies to improve their offer of customer assistance, especially by offering chat, thus helping a larger amount of customers to benefit from a full usage of their products and services.


Organiser: ESCP Europe

Paris - France



Start date: 25/06/2019

Start time: 2:00 PM

End time: 6:00 PM