Participate in a Study on Service Digitization and its Impact on Staff and Customers.

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.