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After starting her career in France and internationally in various corporate roles, Sylvie Rolland joined Université Paris-Dauphine as a lecturer and researcher in 2009.
Between 2009 and 2012, she co-directed the Marketing Master’s programme “Chef de Produit et Études” (204) at Université Paris-Dauphine. She then created, led, and developed the university’s London campus between 2012 and 2016. Head of the Marketing and Strategy Department at Université Paris-Dauphine from 2021 to 2023, she currently oversees two international Master’s programmes within the university.
A member of the Dauphine Research in Management Laboratory (UMR CNRS), she obtained her habilitation to supervise research in 2016, followed by qualification for the position of university professor in 2018. Until 2017, she contributed to and led the work of the Chaire Performance des Organisations, before joining the Louis Bachelier research initiative as Scientific Director from 2024 to 2026.
In the context of the digital economy, she analyses how technologies influence value creation processes for all stakeholders, particularly through the evolution of consumer experience and environmental transition challenges. Her research focuses more specifically on the transformative potential of big data and artificial intelligence.
Pekovic S., Rolland S. (2026), Unlocking the Link: How Customer Experience Mediates Corporate Social Responsibility's Impact on Customer Re‐Usage Intentions, Corporate Social Responsibility and Environmental Management, p. 1-13 
Rolland S. (2025), Quand l’IA devient le consommateur, The Conversation
Rolland S., Pekovic S. (2020), Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience, Journal of Retailing and Consumer Services, vol. 56
Pekovic S., Rolland S. (2017), Quality standards and export activities: Do firm size and market destination matter?, Journal of High Technology Management Research, vol. 27, n°2, p. 110-118
Pekovic S., Rolland S., Gatignon H. (2016), Customer orientation and organizational innovation: the case of environmental management practices, Journal of Business and Industrial Marketing, vol. Vol. 31, n°7, p. 835 - 848
Pekovic S., Rolland S. (2016), Customer orientation and firm’s business performance A moderated mediation model of environmental customer innovation and contextual factors, European Journal of Marketing, vol. 50, n°12, p. 2162 - 2191
Rolland S., Parmentier G. (2013), The benefit of social media: Bulletin board focus groups as a tool for co-creation, International Journal of Market Research, vol. 55, n°6, p. 809-827
Dean A., Rolland S. (2012), Using an age-based lens to test the antecedents of value in retail, Der Markt, vol. 51, n°2-3, p. 85-100
Pekovic S., Rolland S. (2012), L'impact de l'orientation client sur la performance des entreprises françaises : étude empirique des effets directs et modérateurs, Recherche et applications en marketing (French edition), vol. 27, n°4, p. 11-38
Rolland S., Freeman I. (2010), A new measure of e-service quality in France, International Journal of Retail and Distribution Management, vol. 38, n°7, p. 497-517
Rolland S. (2009), Un bilan de 20 ans de certification des systèmes de management de la qualité : les apports perçus de la certification ISO 9000 par les managers, Management & Avenir, n°29, p. 31-51
Rolland S., Parmentier G. (2009), Les consommateurs des mondes virtuels : Construction identitaire et expérience de consommation dans Second Life, Recherche et applications en marketing (French edition), vol. 24, n°3, p. 43-56
Mauduit A-L., Rolland S., Villalonga C. (2014), Capital confiance et performance durable? : à qui confier les clés ?, La Plaine Saint-Denis: AFNOR éditions, 99 p.
Rolland S., Louise V., Caby F. (2002), La Qualité au 21ème siècle : vers le management de la confiance, Paris: Economica, 126 p.
Rolland S. (2022), La recherche en sciences des organisations à l'ère des données massives ou big data, in Damart, Sébastien ; Michaïlesco, Céline, L'état du management 2022, Paris: La Découverte, p. 97-106
Rolland S. (2015), L'expérience client : conceptualisation, enjeux et perspectives, in Perret, Véronique, L'état des entreprises 2015, Paris?: La Découverte, p. 128
Rolland S., Dean A. (2014), Applying Service Management Concepts to Enhance the Customer Experience in Retailing, in Kandampully, Jay, Customer Experience Management: Enhancing Experience and Value Through Service Management, Dubuque, IA: Kendall Hunt?, p. IV-416
Rolland S., Parmentier G. (2011), Identité et expériences de consommation : la construction de l’identité dans les mondes virtuels, in Ryan-Fazilleau, Sue, Représentations et crises identitaires : communautés en mutation, Paris: Les Indes Savantes, p. 91-106
Rolland S. (2010), La fidélité en marketing, in Trinquecoste, Jean-François, Les stratégies de rétention de l'entreprise : fidélité et fidélisation des parties prenantes : clients, salariés et actionnaires, Cenon: Daréios, p. 224
Gatignon H., Pekovic S., Rolland S. (2013), Customer Centricity and Adoption of Environmental Management Practices, Fontainebleau, INSEAD Working Paper, 31 p.
Rolland S., Tran S. (2007), La dimension organisationnelle dans la productivité des tic : Le cas de la messagerie électronique dans le secteur des services, Paris, Working Paper IMRI, 23 p.
Rolland S. (2016), Mesurer l'experience client : complexe mais possible ?, Fondation Paris Dauphine
Rolland S. (2016), Les mécanismes de confiance dans l'économie de partage, Fondation Paris Dauphine
Pekovic S., Rolland S., Gatignon H., (2013), Customer Centricity and Adoption of Environmental Management Practices , INSEAD Working Paper
