His research primarily focuses on service process design, customer experience management, quality management and digital transformation, and service recovery. He’s been involved in a variety of research and consulting projects and working with a range of organisations including AFNOR, EDF, La Cité du Vin, TNT, Axa, AFNOR, FIAT Industrials, Devon Police among others. He has published seven research articles in leading international journals such as the International Journal of Operations and Production Management, the International Journal of Production Research and the Journal of Service Management. He is also the author of several practitioner-oriented white papers.