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Service Design

Building Processes Is Key to Effective Hospitality Service Design
Service Design

Service design and delivery process: 4 success factors

An efficient and effective Service design helps businesses work toward the goal of service excellence. A good way to understand...
Kanav Mata
Reading Time: 4 min
How to achieve customer service excellence and keep your customers, and business, happy
Service Design

How to measure service excellence? 6 KPIs

A happy customer is a loyal customer It’s a fact: businesses need their customers more than the customers need their business....
Kanav Mata
Reading Time: 4 min
The path towards customer-centricity in hospitality
Service Design

The path towards customer-centricity in hospitality

Customer-centricity - or guest-centricity - should be one of the major concerns of managers in the hospitality industry. In fact,...
Dr Alessandro Inversini
Reading Time: 4 min
7 Signs You Need Help With Your Business Guest Experience
Service Design

7 Signs You Need Help With Your Business Guest Experience

When you’re in the hospitality business, you can’t afford to allow even one guest to have a poor guest experience. As savvy...
Pierre Verbeke
Reading Time: 4 min
Delivering service excellence in luxury hotels like the Ritz-Carlton
Service Design

Delivering Service Excellence: 5 Lessons from Ritz-Carlton

When you opt for a five-star hotel, you expect luxury. Marble, not granite. Silverware, not stainless steel. Crystal rather than...
EHL Graduate School
Reading Time: 4 min
Service Recovery in the Airline Industry
Service Design

Service Recovery in the Airline Industry

Led by the team of Associate Professor Dr. Reza Etemad-Sajadi, this research assesses the impact of airline passengers’...
Dr Reza Etemad-Sajadi
Reading Time: 4 min
Airline Passenger Loyalty
Service Design

Airline Passenger Loyalty: The Importance of Pre-Flight Touchpoints

Led by the team of Associate Professor Dr. Reza Etemad-Sajadi, this research aims to investigate direct and indirect effects of...
Dr Reza Etemad-Sajadi
Reading Time: 4 min
Designing Attractive Food Tourism Experiences
Service Design

Designing Attractive Food Tourism Experiences

As it’s not dependent on the natural attributes of a destination such as sun, sea and sand, food tourism can be an important tool...
Dr Barry O'Mahony
Reading Time: 3 min
Digital, emotional, multisensory: concept and training restaurant Elysium
Service Design

Elysium: A digital, emotional & multisensory training restaurant

The guests in the "Elysium" experience the gastronomy of the future with all their senses. An article published in the Reimagine...
Alfred Zuberbuehler
Reading Time: 3 min
Customers expectations and perceptions of service quality
Service Design

Customers expectations and perceptions of service quality

Customers expectations and perceptions can be influenced It has been established that beliefs and emotional dispositions...
Frank Giannotti
Reading Time: 2 min
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