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Human-related risks are practices in a given organization that lead to harmful behaviors that prevent managers and their teams from achieving goals. The purpose of this article is to enable the organization to provide a preventive and simple response to risks in the event that deterioration in employee well-being is detected.

In the literature, many questionnaires based on a variety of metrics have been developed and tested to measure and assess the quality of work life (e.g. stress, commitment, satisfaction, etc.). The approach of this study was to identify the most meaningful items and combine them into a unique score integrated into an effective decision-making module.

A long process of trial and error was necessary to collect confidential information from employees, both anonymously and longitudinally, to measure well-being in the workplace objectively and globally. The unique score generated provides an indication of potential human risk.

This research and its practical implementation have demonstrated the importance of personal-data protection and the need to work harder to maintain employees' digital trust while using a digitized tool.

Development of a new app that was used for the first time to regularly assess ill-being in several companies.

The social implication of this research is to contribute to health policies related to well-being in the workplace.

To the authors’ knowledge, this is the first time that a software module measuring the human risk of an entire company has been embedded in Enterprise Risk Management (ERM).

This research aims at identifying segments of luxury guests based on the benefits they seek when staying at 5-star hotels. The study also wants to investigate whether ethics and sustainability have a role in differentiating the segments.

An online panel survey allowed the collection of 508 responses with participants from Switzerland that spent at least one night in a 5-star hotel between 2022 and 2023. The survey asked about perceived benefits, sustainable tourist behavior, preferred hotel green practices, trip-related factors and socio-demographics. Hierarchical cluster analysis was employed to group participants on the benefits identified via exploratory factor analysis. The other variables were used for segment profiling.

Results show the existence of three customer segments for 5-star hotels: the ethical enthusiast, the unconcerned aesthete and the practical connoisseur. These differ in the importance they assign to ethical, social and symbolic benefits, as well as functional service benefits. The relevance of sustainability in the luxury hotel experience is stronger for the ethical enthusiast.

Luxury hotel managers should highlight sustainable practices on social media to attract ethical enthusiasts. In addition, marketing content customization should be used to appeal to the benefits and profile of each identified segment.

This is the first study that provides a benefit segmentation of luxury hotel guests, and it is also the first research that considers the role of sustainability and ethics in differentiating these customers.