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Service Design

A 4-step plan to setting service excellence goals that will take your business to the next level.
Service Design

Setting customer service goals: 4 steps to excellence

The importance of service excellence Did you know that 97% of global consumers view customer service as an important factor in...
Kanav Mata
Reading Time: 4 min
Service Design Thinking: 9 Principles to Abide By
Service Design

Service Design Thinking: 9 Principles to Abide By

Service design thinking is a critical component to ensuring a company's success in the service industry. It drives the user's...
Catherine Rey
Reading Time: 7 min
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
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