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Reza Etemad-Sajadi

Dr Reza Etemad-Sajadi

Dr Reza Etemad-Sajadi

Professeur Titulaire

Expertise

  • CRM
  • Expérience client
  • Interaction homme-machine
  • Marketing international
  • Marketing des services
  • Marketing stratégique

Biographie

Dr Reza Etemad-Sajadi est arrivé à l'EHL en 2010. Avant cela, entre 2000 et 2004, il a obtenu son bachelor et master (en informatique) à l'EPFL. En 2008, il a obtenu son doctorat en gestion - avec la mention Summa cum laude - à l'Université de Neuchâtel. La même année, il a obtenu le Credit Suisse Award for Best Teaching. A plusieurs reprises, il a été nominé pour le Prix de la Recherche de l'EHL dont en 2013, il a obtenu ce prix. En 2019, il a été nommé Vice-Doyen de la Faculté, Recherche et Innovation. En 2023, il a été nommé Professeur ordinaire. En parallèle, il est également intervenant en tant que Professeur invité dans le cadre du programme Exec Ed à HEC Lausanne. Il accompagne également des entreprises dans leur stratégie marketing avec le focus sur l’expérience client.

Son domaine peut être énuméré selon les mots-clés suivants : Expérience Client, CRM, transformation numérique, IA, interaction homme-machine, marketing des services et gestion de la stratégie internationale. Depuis ses débuts à l'EHL, il a levé plus d’un demi-million de francs suisse dans des fonds liés à plusieurs projets de recherche (tels que Innosuisse/CTI, Hes-so, des fonds privés comme le LHC, etc.).

Récompenses

Award for Best Researcher EHL (2013)
The article “What drives international performance? Insights from computer-related service firms” published in JCC: The Business and Economics Research Journal, received an honorary award (2012)
Credit Suisse Award for Best Teaching, University of Neuchâtel (2008)

Formation

PhD in Management, University of Neuchâtel
MA and BS (Computer and Communication Sciences) from Ecole Polytechnique Fédérale Lausanne (EPFL)

Cours enseignés

BACHELOR OF SCIENCE IN INTERNATIONAL HOSPITALITY MANAGEMENT
• Customer Information and Distribution Channel Management
• Gestion de l'information client et des canaux de distribution
• Gestion de l'information client et des canaux de distribution

Lieu d'enseignement

EHL Campus Lausanne
Publications académiques

Publications académiques de Reza Etemad-Sajadi

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Article

The impact of service tradability on the choice of entry mode : the case of computer-related service firms

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

The effect of a sustainable label portfolio on consumer perception of ethicality and retail patronage

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

Airline passenger loyalty : the distinct effects of airline passenger perceived pre-flight and in-flight service quality

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 impact of service recovery output/process on customer satisfaction and loyalty : the case of the airline industry

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

When does an ethical attribute matter for product evaluation? : the role of warm?glow feelings for low?rated products

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 impact of connected health technologies on the quality of service delivered by home care companies : focus on trust and social presence

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

Instilling the core tenets of hospitality in healthcare services: The role of service assurance and social presence

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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Publications dans des revues

Etemad-Sajadi, R., Heo, C., & 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.

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. https://link.springer.com/article/10.1007%2Fs12369-021-00800-x

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. Retrieved from https://link.springer.com/article/10.1007%2Fs12369-021-00857-8

Etemad-Sajadi, R., & Gomes Dos Santos, 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, 1-10. https://doi.org/10.1080/07359683.2020.1763096

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. https://doi.org/10.1108/IJHCQA-10-2018-0240

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. https://doi.org/10.1177%2F1467358417743080

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. https://doi.org/10.1108/IJQRM-01-2017-0007

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. https://doi.org/10.1177%2F1938965516630622

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. https://doi.org/10.1016/j.chb.2016.03.045

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. https://doi.org/10.1108/TQM-12-2013-0138

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. https://doi.org/10.1016/j.chb.2015.05.048

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. https://doi.org/10.1108/IJRDM-03-2014-0035

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. https://doi.org/10.1108/IJQRM-05-2013-0077

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. https://doi.org/10.1108/IJQRM-May-2012-0069

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.