Full Professor
Expertise
Biography
Dr. Reza Etemad-Sajadi arrived at EHL in 2010. Before that, between 2000 and 2004, he earned a Bachelor’s and Master’s degree (Computer Sciences) from EPFL. In 2008, he obtained his PhD in Management – graduating Summa cum laude – from the University of Neuchatel. The same year he obtained the Credit Suisse Award for Best Teaching. At several times, he was nominated for the EHL Research Award and in 2013, he obtained this award. In 2019 he was nominated Associate Dean for Faculty Affairs, Research and Innovation. In 2023, he was nominated Full Professor. In parallel, he is also a Visiting Professor at HEC Lausanne where he teaches in the Exec Ed program. He also supports companies in their marketing strategy with a focus on the customer experience.
His field can be enumerated according to the following keywords: Customer Experience, CRM, Digital Transformation, AI, Human-Machine Interaction, Services Marketing, and International Strategy Management. Since starting at EHL, he has raised more than half a million Swiss francs in funds linked to several research projects (such as Innosuisse/CTI, Hes-so, private funds such as LHC, etc.).
Awards
Education
Courses Taught
Teaching Location
Article
Purpose – The purpose of this paper is to identify the factors influencing the choice of entry mode of computer-related (CR) service firms which are in a process of internationalization. The authors will focus on the characteristics of service...
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Article
Purpose – The purpose of this paper is to analyse the effect of distributing sustainable labels on the retailer’s corporate brand. More specifically, the objectives are to investigate how the scope of a portfolio of sustainable labels affects the...
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Article
The impact of hedonic and utilitarian value of online avatars on e-service quality
The objective of this paper is to examine the impact of avatars’ utilitarian and hedonic values on the different dimensions of e-service quality. Despite the existence of many studies focusing on the impact of the avatar on user’s online experience,...
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Article
The impact of online real-time interactivity on patronage intention : the use of avatars
The objective of this paper is to examine the impact of online real-time interactivity on the desire of users to visit and to purchase products/services from the company in the future. Online real-time interactivity has been increased by the use of...
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Article
The current study contributes to the extant literature by illustrating that airlines can enhance passenger (customer) satisfaction and loyalty by focusing on the enhancement of those aspects of the pre-flight and in-flight service experience over...
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Article
Are customers ready to accept revenue management practices in the restaurant industry?
Purpose : The purpose of this paper is to investigate the application of revenue management practices to the restaurant industry. The author wants to observe customers’ readiness to accept revenue management practices based on price variation,...
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Article
The purpose of this research is to identify the impact of airline passengers’ perception of service recovery output/process on their satisfaction and loyalty. We want to identify the direct and indirect effects of service recovery on airline...
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Article
Senior citizens’ acceptance of connected health technologies in their homes
The objective of this paper is to focus on seniors’ acceptance of the usage of connected healthcare technologies in their homes. The authors integrated into technology acceptance model (TAM) several latent variables such as social presence, trust...
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Article
The impact of cultural dimensions on the perceived risk of online shopping
This article analyzes the influence of cultural factors on the perceived risks of buying online. To this end, we conducted a survey on a sample of Francophone African students, through an online questionnaire. In order to test the developed research...
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Article
Research on the effects of ethical attributes has recently gained traction. However, limited research has addressed consumer response to ethical attributes in the current context where product ratings have become of primary importance to make...
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Article
The objective of this paper is to focus on the impact of connected health technologies on the quality of service delivered by home care companies for the seniors. The focus will be on “trust” and “social presence” dimensions. We used SERVQUAL for...
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Article
How ethical issues raised by human–robot interaction can impact the intention to use the robot?
The goal of this research is to focus on the ethical issues linked to the interaction between humans and robots in a service delivery context. Through this user study, we want to see how ethics influence user’s intention to use a robot in a...
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Article
How to increase the customer experience by the usage of remote control robot concierge solutions
The objective of this study was to understand how consumers react and respond to a service experience provided by the robot, Pepper. To form our predictions, we applied and tested an extended version of the technology acceptance model (TAM). For the...
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Article
The rising elderly population around the globe together with an improved life expectancy is driving demand for effective healthcare. As healthcare technologies become increasingly innovative, various types of connected devices have been developed in...
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Etemad-Sajadi, R., Heo, C. Y., & Clergue, V. (2023). Instilling the core tenets of hospitality in healthcare services: The role of service assurance and social presence. International Journal of Hospitality Management, 111, 103492.
Etemad-Sajadi, R., & Sturman, M.C. (2022). How to Increase the Customer Experience by the Usage of Remote Control Robot Concierge Solutions. International Journal of Social Robotics, 14, 429-440.
Etemad-Sajadi, R., Soussan, A., & Schöpfer, T. (2022). How Ethical Issues Raised by Human-Robot Interaction can Impact the Intention to use the Robot? International Journal of Social Robotics, 14, 1103-1115.
Etemad-Sajadi, R., & Gomes, G. (2021). The impact of connected health technologies on the quality of service delivered by home care companies: Focus on trust and social presence. Health Marketing Quarterly, 38 (4), 287-296.
Etemad-Sajadi, R., & Gomes Dos Santos, G. (2019). Senior citizens’ acceptance of connected health technologies in their homes. International Journal of Health Care Quality Assurance, 32(8), 1162-1174.
Etemad-Sajadi, R., & Bohrer, L. (2019). The impact of service recovery output/process on customer satisfaction and loyalty: The case of the airline industry. Tourism and Hospitality Research, 19(2), 259-266.
Etemad-Sajadi, E. (2018). Are customers ready to accept revenue management practices in the restaurant industry? International Journal of Quality & Reliability Management, 35(4), 846-856.
Etemad-Sajadi, R., Way, S. A., & Bohrer, L. (2016). Airline Passenger Loyalty The Distinct Effects of Airline Passenger Perceived Pre-Flight and In-Flight Service Quality. Cornell Hospitality Quarterly, 57(2), 219-225.
Etemad-Sajadi, R. (2016). The impact of online real-time interactivity on patronage intention: The use of avatars. Computers in Human Behavior, 61, 227-232.
Etemad-Sajadi, R. (2015). The impact of service tradability on the choice of entry mode: The case of computer-related service firms. The TQM Journal, 47(1), 79-93.
Etemad-Sajadi, R., & Ghachem L. (2015). The impact of hedonic and utilitarian value of online avatars on e-service quality. Computers in Human Behavior, 52, 81-86.
Bezençon, V., & Etemad-Sajadi., R. (2015). The effect of a sustainable label portfolio on consumer perception of ethicality and retail patronage. International Journal of Retail & Distribution Management, 43(4), 314-328.
Etemad-Sajadi, R. (2014). The influence of a virtual agent on web-users’ desire to visit the company: The case of restaurant’s website. International Journal of Quality and Reliability Management, 31(4), 419-434.
Etemad-Sajadi, R., & Rizzuto, D. (2013). The antecedents of consumer satisfaction and loyalty in fast food industry: a cross-national comparison between Chinese and Swiss consumers. International Journal of Quality and Reliability Management, 30(7), 780-798.
Etemad-Sajadi, R., & Bezençon, V. (2012). What drives international performance? Insights from computer-related service firms. JCC: The Business and Economics Research Journal, 5(2), 259-273.