Technology service failures in the hospitality industry

Date

October 31, 2025

Location

EHL Campus Lausanne

Partners

HES-SO

Event Description

The digitization of services sometimes has a negative impact on productivity, customer-oriented behavior, and the well-being of front-line staff, as well as on the customer experience. The results of research conducted by Dr. Jie Yu Kerguignas on this topic will be presented with Dr. Mélanie Boninsegni, along with practical recommendations for professionals in the sector.

Program

The digitalization of services isn’t always a success story—it can lower productivity, strain frontline staff, and disrupt the customer experience. Dr. Jie Yu Kerguignas will share research insights on these challenges and provide concrete recommendations for hospitality professionals.

13:00 - 13:15: Welcome coffee

13:15 - 15:00: Presentation of study results

15:00 - 15:30: Coffee break

15:30 - 17:30: Practical recommendations and next steps

17:30 - 18:30: Networking cocktail

Download the program

Learn more about the project

The detrimental impact of service digitization on frontline staff’s productivity, well-being, and customer experience

The aim of this research project is to understand how the digitalization of services impacts productivity and the well-being of the front-line workers as well as the customers’ satisfaction.

Read about the research project

Event Organizer

Dr. Jie Yu Kerguignas

Assistant Professor at EHL Hospitality Business School

Dr. Mélanie Boninsegni

Assistant Professor at IPAG Business School

When Technology Turns from Ally to Adversary in Hospitality

Standing at a hotel reception desk, tired from travel, only to be told the system won’t let us into our room? In hospitality, technology is meant to streamline and elevate the guest experience, but what happens when it does the opposite? This article dives into the hidden emotional cost of tech failures in hotels, revealing how even the sleekest systems can backfire and why the human touch still matters more than ever.

Read full article