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Arne De Keyser
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“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
B Larivière, D Bowen, TW Andreassen, W Kunz, NJ Sirianni, C Voss, ...
Journal of business research 79, 238-246, 2017
7982017
A framework for understanding and managing the customer experience
A De Keyser, KN Lemon, P Klaus, TL Keiningham
Marketing Science Institute working paper series 85 (1), 15-121, 2015
4272015
Moving the customer experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature
A De Keyser, K Verleye, KN Lemon, TL Keiningham, P Klaus
Journal of Service Research 23 (4), 433-455, 2020
3342020
Frontline service technology infusion: conceptual archetypes and future research directions
A De Keyser, S Köcher, L Alkire, C Verbeeck, J Kandampully
Journal of Service Management 30 (1), 156-183, 2019
3172019
The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
Y Van Vaerenbergh, D Varga, A De Keyser, C Orsingher
Journal of Service Research 22 (2), 103-119, 2019
2642019
Multichannel customer segmentation: Does the after-sales channel matter? A replication and extension
A De Keyser, J Schepers, U Konuş
International Journal of Research in Marketing 32 (4), 453-456, 2015
1832015
Frontline encounters of the AI kind: An evolved service encounter framework
S Robinson, C Orsingher, L Alkire, A De Keyser, M Giebelhausen, ...
Journal of Business Research 116, 366-376, 2020
1672020
How technical and functional service quality drive consumer happiness: moderating influences of channel usage
A De Keyser, B Lariviere
Journal of Service Management 25 (1), 30-48, 2014
1552014
Customer engagement through personalization and customization
A Bleier, A De Keyser, K Verleye
Customer engagement marketing, 75-94, 2018
1132018
Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
TL Keiningham, B Cooil, EC Malthouse, B Lariviere, A Buoye, L Aksoy, ...
Journal of Service Management 26 (1), 2-43, 2015
912015
Living and working with service robots: a TCCM analysis and considerations for future research
A De Keyser, WH Kunz
Journal of Service Management 33 (2), 165-196, 2022
492022
Neuroscience in service research: an overview and discussion of its possibilities
N Verhulst, A De Keyser, A Gustafsson, P Shams, Y Van Vaerenbergh
Journal of Service Management 30 (5), 621-649, 2019
482019
Customer intentions to invoke service guarantees: do excellence in service recovery, type of guarantee and cultural orientation matter?
Y Van Vaerenbergh, A De Keyser, B Larivière
Managing Service Quality: An International Journal 24 (1), 45-62, 2014
392014
Opportunities and challenges of using biometrics for business: Developing a research agenda
A De Keyser, Y Bart, X Gu, SQ Liu, SG Robinson, PK Kannan
Journal of Business Research 136, 52-62, 2021
352021
Pushing forward the transition to a circular economy by adopting an actor engagement lens
K Verleye, A De Keyser, N Raassens, AA Alblas, FC Lit, JCCM Huijben
Journal of Service Research 27 (1), 69-88, 2024
112024
It’s not your score that matters: the importance of relative metrics
TL Keiningham, L Aksoy, A De Keyser, B Lariviere, A Buoye, L Williams
Handbook of Service Marketing Research, Roland T. Rust and Ming-Hui Huang …, 2014
112014
Blockchain in service management and service research–developing a research agenda and managerial implications
M Büttgen, J Dicenta, K Spohrer, V Venkatesh, R Raman, H Hoehle, ...
Journal of Service Management Research 5 (2), 71-102, 2021
102021
Understanding and managing the customer experience
A De Keyser
PhD Series Ghent University. Faculty of Economics and Business Administration, 2015
102015
Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
J Arsenovic, A De Keyser, B Edvardsson, B Tronvoll, T Gruber
Journal of Business Research 134, 342-351, 2021
82021
Intellectual property extensions in entertainment services: Marvel and DC comics
A Buoye, A De Keyser, Z Gong, N Lao
Journal of Services Marketing 34 (2), 239-251, 2020
82020
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