Jean-Baptiste Suquet is Full Professor at Neoma Business School, where he teaches work and organisation studies from undergraduate to executive programs. His research mostly focuses on new forms of service, service work transformation and customer relationship organizing, especially in challenging contexts such as customer deviance or service digitization. Since his Phd, he has dedicated himself to collaborative and action research, and has been involved in research projects with practitioners, such as RATP, AMARC or NQT. He has also coordinated Neoma BS’ participation to the European-funded project VISTA-AR. His research has been published in outlets such as Human Relations, Work & Occupations and Gérer & Comprendre.