Arne De Keyser

Associate Professor

Main contributions

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)

Discipline: Marketing
Faculty: Marketing
Expertise: Marketing Customer Experience Management Service Marketing Multichannel Management Service Failure & Recovery Management

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

28.02.2022 - Article in a peer reviewed journal

Living and working with service robots: a TCCM analysis and considerations for future research

Arne De Keyser, Kunz Werner
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Journal of Service Management, Volume 33, February 2022, Pages 165 - 196


31.08.2021 - Article in a peer reviewed journal

Blockchain in Service Management and Service Research –Developing a Research Agenda and Managerial Implications

Cédric Verbeeck, Arne De Keyser, Thijs Zwienberg Thijs
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Journal of Service Management Research, Volume 5, September 2021, Pages 71 - 102


01.08.2021 - Article in a peer reviewed journal

Boosting Perceived Customer Orientation as a Driver of Patient Satisfaction

Arne De Keyser, Katrien Verleye, Vandepitte Sophie, Trybou Jeroen
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Journal of Healthcare Quality, August 2021, Pages 1 - 7


23.07.2021 - Article in a peer reviewed journal

Opportunities and challenges of using biometrics for business: Developing a research agenda

Arne De Keyser, Bart Yakov, Gu Xian, Liu Stephanie Q, Robinson Stacey, Kannan Pk
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Journal of Business Research, Volume 136, November 2021, Pages 52 - 62


01.06.2021 - Article in a peer reviewed journal

Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes

Arne De Keyser, Arsenovic Jasenko, Edvardsson Bo, Tronvoll Bard, Gruber Thorsten
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Journal of Business Research, Volume 134, September 2021, Pages 342 - 351