Arne De Keyser
Associate Professor
Main contributions
Journal of Service Research (2019, 2020), Journal of Service Management (2022,2019,2015,2014), Journal of Business Research (2021, 2020, 2017), International Journal of Research in Marketing (2015), Journal of Services Marketing (2020), Journal of Service Theory and Practice (formerly Managing Service Quality, 2014), MSI Working Paper Series (2015)
Service Failure & Recovery
Digital Customer Care
Frontline Service Technology
Bio
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 Research, International Journal of Research in Marketing, Journal of Business Research, Journal 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 Research, Journal of Service Management and the Journal of Service Theory and Practice.
Publications of Arne De Keyser
Living and working with service robots: a TCCM analysis and considerations for future research
Journal of Service Management, Volume 33, February 2022, Pages 165 - 196
Blockchain in Service Management and Service Research –Developing a Research Agenda and Managerial Implications
Journal of Service Management Research, Volume 5, September 2021, Pages 71 - 102
Boosting Perceived Customer Orientation as a Driver of Patient Satisfaction
Journal of Healthcare Quality, August 2021, Pages 1 - 7
Opportunities and challenges of using biometrics for business: Developing a research agenda
Journal of Business Research, Volume 136, November 2021, Pages 52 - 62
Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
Journal of Business Research, Volume 134, September 2021, Pages 342 - 351
Derniers articles EDHEC Vox
The Business of Convenience: Why Marketers Should Be Obsessed with ‘Fast’ and ‘Easy’
-
Arne De Keyser , Associate Professor
Making a difference with customer experience management
-
Arne De Keyser , Associate Professor