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 is Assistant Professor of Marketing at EDHEC Business School (France). His research focuses on customer experience, service recovery and frontline service technology. Arne has published articles in the Journal of Service ResearchInternational Journal of Research in Marketing, Journal of Business Research, Journal of Service Management and the Journal of Service Theory and Practice. He has won numerous research and teaching awards, including the SERVSIG Best Dissertation Award in 2015. Arne serves on the editorial boards of the Journal of Service Research, Journal of Business ResearchJournal of Service Management and the Journal of Service Theory and Practice.

Main academic publications

Journal of Service Research (2019), International Journal of Research in Marketing (2015), Journal of Business Research (2017), Journal of Service Management (2019, 2015, 2014), Journal of Service Theory and Practice (formerly Managing Service Quality, 2014), MSI Working Paper Series (2015)

Documents to download

CV - Arne De Keyser, PhD...
(-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