Contribute to the Evolution of Service Digitization
Join a groundbreaking global research study led by EHL Hospitality Business School
Help Us Explore the Impact of Service Digitization
About the Study
Led by Dr. Jie Yu Kerguignas and funded by HES-SO, this research explores how the digitalization of services affects:
- Front-line staff productivity and well-being
- Customer satisfaction during service encounters
The study has already engaged professionals across Switzerland and now seeks to expand to the EHL international alumni network. It aims to identify best practices and innovation themes such as service design, staff shortages, digital tools, and customer-centric strategies.
What You Get by Participating
By participating, you'll receive:
- A White Paper on best practices in digital service management, written based on the findings of this research project
- An exclusive invitation to a conference (at EHL and online) in Autumn 2025 to debrief the project, share best practices, and thank all contributors
- News and access to other deliverables such as academic articles published and their vulgarization articles on EHL Insights.
Who Should Participate
We are inviting General Managers from hotels of all categories to share their insights and experiences. Your perspective is vital to shaping the future of digital service delivery in hospitality.
Quick Facts
- Time Commitment: 30-minute call
- Confidentiality: Fully anonymous, the data will be analyzed in aggregate
- Languages: English, French, Mandarin
If you are a General Manager and would like to contribute to this study, you can express your interest by filling out this form. The research team will get back to you as soon as possible.