Jean-Baptiste SUQUET

People and Organisations PhD, Management
Specialization domain(s):

- Client Deviant Behaviour Management, Frontline Employee Management, Service Work, Digital Transformation, Service work


Jean-Baptiste’s approach to organisations is informed by his knowledge of Management Sciences and Labour Sciences, which he uses to create dialogue between his teaching and research. Focusing his attention first on fraud in surface transport, he observed and offered guidance to the development of practices that fought against fraud among carriers. He then continued with his research work on Deviant Customer Behaviour Management, in particular looking into the impact of these types of behaviour on employment organisation and on the relationships between service organisations and their customers.