Reza Etemad-Sajadi

Associate Professor at EHL

Reza Etemad-Sajadi

Dr. Reza Etemad-Sajadi is currently Associate Professor in EHL. He holds a Ph.D. (Management) from the University of Neuchatel, MA and BS (Computer and Communication Sciences) from Ecole Polytechnique Fédérale Lausanne (EPFL).

More about Reza Etemad-Sajadi

Insights by Reza Etemad-Sajadi (5)

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' perception of service recovery on their satisfaction and loyalty. The aim is to investigate and identify the direct and indirect effects of service recovery (output and process) on airline passenger loyalty.

Testing Guest Interactions with Robots

EHL is currently working on a project aiming to improve customer experience through a robot concierge solution. Lead by the team of Associate Professor Reza Etemad-Sajadi and working with partners from heigvd (Professor Andrès Uribe's team) and Swiss company Avatarion, this Innosuisse-funded project uses a Pepper robot whose movements, gestures and conversation skills are controlled remotely via a real live agent, mimicking the behaviors of a human concierge.

Finding Meaning In Travel

For more and more travelers nowadays, vacations are less about the "fly and flop" and more about living an outstanding experience and finding meaning and purpose in their busy lives. Some travelers seek authenticity and want to really dive into the culture or destination they are exploring; some want to dedicate a portion of their trip to a charity, besides taking time for themselves and get involved in volunteering projects.