Research Explorer

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Researcher

Arne De Keyser

Awards & Distinctions

23 Results

2025

Customer experience : the touchpoint‒contexts‒qualities nomenclature

Arne De KeyserKatrien VerleyeKatherine N. LemonChiara OrsingherAric ZionAmanda Johnson

Bookchapter in Handbook of Service Experience

2024

Striving for sustainability through circular service systems : a multiple case study

Katrien VerleyeLisa AntonissenAnse SmeetsArne De Keyser

The transformative potential of AI-enabled personalization across cultures

Khalid MehmoodKatrien VerleyeArne De KeyserBart Larivière

A1 Journal Article in JOURNAL OF SERVICES MARKETING

2023

The transformative potential of AI-enabled personalization

Khalid MehmoodKatrien VerleyeArne De KeyserBart Larivière

Unlocking the circular promise : servitization

Katrien VerleyeLisa AntonissenMarie-Julie De BruyneArne De Keyser

2022

The transformative potential of personalization in a data rich world

Khalid MehmoodKatrien VerleyeArne De KeyserBart Larivière

The transformative potential of personalization in a data rich world

Khalid MehmoodKatrien VerleyeArne De KeyserBart Larivière

2021

Boosting perceived customer orientation as a driver of patient satisfaction

Katrien VerleyeArne De KeyserSophie VandepitteJeroen Trybou

A1 Journal Article in JOURNAL FOR HEALTHCARE QUALITY

2020

Making personalization work : a review of 45 years of personalization research and its customer outcomes

Khalid MehmoodKatrien VerleyeArne De Keyser

Moving the customer experience field forward : introducing the Touchpoints, Context, Qualities (TCQ) nomenclature

Arne De KeyserKatrien VerleyeKatherine LemonTimothy KeininghamPhilipp Klaus

A1 Journal Article in JOURNAL OF SERVICE RESEARCH

2017

"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers

Bart LarivièreDavid BowenTor W. AndreassenWerner KunzNancy J. SirianniChris VossNancy V. WuenderlichArne De Keyser

A1 Journal Article in JOURNAL OF BUSINESS RESEARCH

2016

A taxonomy of service delivery systems: contrasting the customer and provider perspective

Katrien VerleyeArne De Keyser

2015

Understanding and managing the customer experience

Arne De KeyserBart Larivière

2014

Customer intentions to invoke service guarantees: does excellence in service recovery, type of guarantee, and cultural orientation matter?

Yves Van VaerenberghArne De KeyserBart Larivière

A1 Journal Article in MANAGING SERVICE QUALITY

Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns

Arne De KeyserBart LarivièreYves Van Vaerenbergh

How technical and functional service quality drive consumer happiness Moderating influences of channel usage

Arne De KeyserBart Larivière

A1 Journal Article in JOURNAL OF SERVICE MANAGEMENT

It's not your score that matters : the importance of relative metrics

Bart LarivièreArne De KeyserTimothy KeininghamLerzan AksoyAlexander BuoyeLuke Williams

Bookchapter in Handbook of service marketing research

2013

Optimizing the offline marketing expenditures for different segments of online consumers

Arne De KeyserBart LarivièreJochen BeckerJ Medjedovic

Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet

L AksoyA BuoyeB CooilArne De KeyserTL KeininghamBart LarivièreEC Malthouse

Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet

L AksoyA BuoyeB CooilArne De KeyserTL KeininghamBart LarivièreEC Malthouse

Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet

EC MalthouseL AksoyA BuoyeB CooilArne De KeyserTL KeininghamBart Larivière

Technical and functional service quality as drivers of consumer happiness: the moderating influence of channel usage

Arne De KeyserBart Larivière

2012

Measuring critical performance indicators and customer loyalty: the how matters more than the what!

Arne De KeyserBart Larivière