Associate 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 : [email protected]


Arne De Keyser is Associate 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 MarketingJournal of Business ResearchJournal of Service Management, Journal of Services Marketing, and the Journal of Service Theory and Practice. He has won numerous research and teaching awards, including the SERVSIG Best Dissertation Award and the 2019 Journal of Service Research Best Paper Award. 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 Management (2022), Journal of Service Management Research (2021), Journal of Service Research (2019, 2020), International Journal of Research in Marketing (2015), Journal of Business Research (2017, 2020 ; 2021), Journal of Service Management (2019, 2015, 2014), Journal of Services Marketing (2020), Journal of Service Theory and Practice (formerly Managing Service Quality, 2014), MSI Working Paper Series (2015)

Documents to download

CV - Arne De Keyser, PhD...
(309.12 KB)