Assistant Professor

Speciality : Marketing
Expertise : Marketing Customer Experience Management Service Marketing Multichannel Management Service Failure & Recovery Management

EDHEC Business School
24, avenue Gustave Delory - CS 50411 59057 Roubaix Cedex 1 - France

Email :


Arne De Keyser, Ph.D, is assistant Professor of Marketing at EDHEC Business School. Prior to joining EDHEC, he was member of the Center for Service Intelligence (Ghent University - Belgium) and a visiting researcher at Boston College (USA). His research focuses on customer experience, service management and multichannel marketing management. Amongst others, his research has been published in the International Journal of Research in Marketing, Journal of Business Research, Journal of Service Management and Journal of Service Theory and Practice and was awarded with multiple recognitions, including the SERVSIG Best Dissertation Award.

Main academic publications

MSI Working Paper Series (2015), International Journal of Research in Marketing (2015), Journal of Service Management (2014 ; 2015), Managing Service Quality (2014)

Documents to download

(-1.00 B)

Publications edhec

Chapter: Customer Engagement Through Personalization and Customization. Ed. PALGRAVE MACMILLAN
 Chapter : Customer Engagement in Technology-Based and High-Contact Interfaces. Ed. ROUTLEDGE

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