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Service Design

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
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
New Dimensions of Service
Service Design

Challenges in service industry: new dimensions of service excellence

The service industry is a unique powerhouse, which has seen constant growth over the past 20 years, with hospitality contributing...
Dr Achim Schmitt
Reading Time: 3 min
Is Service Excellence the New Marketing?
Service Design

Is Service Excellence the New Marketing Excellence Definition?

While hospitality brands once relied on emotive visuals, catchy slogans, and mass media advertising to influence consumer...
EHL Graduate School
Reading Time: 6 min
Where is Hospitality adding value to sporting events?
Service Design

Where is Hospitality adding value to sporting events?

This year we witnessed a major sport events in the world, 2018 FIFA World Cup in Russia. With an expectation of more than 3...
EHL Insights
Reading Time: 2 min
Are you marketing to your guests’ five senses?
Service Design

Are you marketing to your guests’ five senses?

Sensory marketing has been used by some of the world’s biggest brands for decades. 35 percent of Fortune 500 companies have...
Ana McFee
Reading Time: 2 min
4 celebrities that invest in the hospitality industry
Service Design

4 celebrities that invest in the hospitality industry

The hospitality industry is no stranger to celebrity investors. Some celebrities are open and public about their investments....
EHL Insights
Reading Time: 2 min
Cross-industries innovation: What can restaurants learn from airports?
Service Design

Cross-industries innovation: What can restaurants learn from airports?

What can restaurants learn from airports? How can a car manufacturer use tools from the gaming industry? What can a festival...
Daniel Ciapponi
Reading Time: 2 min
Swiss Private Banking: Making the Client Relevant
Service Design

Swiss Private Banking: Making the Client Relevant

The glory years of Swiss private banking are long gone. The 2008 global financial crisis set in motion what many consider was the...
Sherif Mamdouh
Reading Time: 4 min
Private banks urgently need to be able to offer a truly tailored customer experience. A group of students recommend a client-centric approach.
Service Design

Client-Centric Insights in Private Banking

Nearly one in five of all Swiss business students aims for a career in banking. In fact, banking is the second most preferred...
Dr Margarita Cruz
Reading Time: 3 min
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