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Researcher
Arne De Keyser
Profile
Projects
Publications & Research Data
Activities
Awards & Distinctions
Patents
24
Results
2026
Towards a circular future : development of a circular economy engagement scale
Arne De Keyser
Katrien Verleye
Marie-Julie De Bruyne
Lisa Antonissen
C3
Conference
2026
2025
Customer experience : the touchpoint‒contexts‒qualities nomenclature
Arne De Keyser
Katrien Verleye
Katherine N. Lemon
Chiara Orsingher
Aric Zion
Amanda Johnson
Bookchapter
in
Handbook of Service Experience
2025
2024
Striving for sustainability through circular service systems : a multiple case study
Katrien Verleye
Lisa Antonissen
Anse Smeets
Arne De Keyser
C3
Conference
2024
The transformative potential of AI-enabled personalization across cultures
Khalid Mehmood
Katrien Verleye
Arne De Keyser
Bart Larivière
A1
Journal Article
in
JOURNAL OF SERVICES MARKETING
2024
2023
The transformative potential of AI-enabled personalization
Khalid Mehmood
Katrien Verleye
Arne De Keyser
Bart Larivière
C3
Conference
2023
Unlocking the circular promise : servitization
Katrien Verleye
Lisa Antonissen
Marie-Julie De Bruyne
Arne De Keyser
Blog post
2023
2022
The transformative potential of personalization in a data rich world
Khalid Mehmood
Katrien Verleye
Arne De Keyser
Bart Larivière
C3
Conference
2022
The transformative potential of personalization in a data rich world
Khalid Mehmood
Katrien Verleye
Arne De Keyser
Bart Larivière
C3
Conference
2022
2021
Boosting perceived customer orientation as a driver of patient satisfaction
Katrien Verleye
Arne De Keyser
Sophie Vandepitte
Jeroen Trybou
A1
Journal Article
in
JOURNAL FOR HEALTHCARE QUALITY
2021
2020
Making personalization work : a review of 45 years of personalization research and its customer outcomes
Khalid Mehmood
Katrien Verleye
Arne De Keyser
C1
Conference
2020
Moving the customer experience field forward : introducing the Touchpoints, Context, Qualities (TCQ) nomenclature
Arne De Keyser
Katrien Verleye
Katherine Lemon
Timothy Keiningham
Philipp Klaus
A1
Journal Article
in
JOURNAL OF SERVICE RESEARCH
2020
2017
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Bart Larivière
David Bowen
Tor W. Andreassen
Werner Kunz
Nancy J. Sirianni
Chris Voss
Nancy V. Wuenderlich
Arne De Keyser
A1
Journal Article
in
JOURNAL OF BUSINESS RESEARCH
2017
2016
A taxonomy of service delivery systems: contrasting the customer and provider perspective
Katrien Verleye
Arne De Keyser
C1
Conference
2016
2015
Understanding and managing the customer experience
Arne De Keyser
Bart Larivière
Dissertation
2015
2014
Customer intentions to invoke service guarantees: does excellence in service recovery, type of guarantee, and cultural orientation matter?
Yves Van Vaerenbergh
Arne De Keyser
Bart Larivière
A1
Journal Article
in
MANAGING SERVICE QUALITY
2014
Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns
Arne De Keyser
Bart Larivière
Yves Van Vaerenbergh
C3
Conference
2014
How technical and functional service quality drive consumer happiness Moderating influences of channel usage
Arne De Keyser
Bart Larivière
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2014
It's not your score that matters : the importance of relative metrics
Bart Larivière
Arne De Keyser
Timothy Keiningham
Lerzan Aksoy
Alexander Buoye
Luke Williams
Bookchapter
in
Handbook of service marketing research
2014
2013
Optimizing the offline marketing expenditures for different segments of online consumers
Arne De Keyser
Bart Larivière
Jochen Becker
J Medjedovic
C3
Conference
2013
Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
L Aksoy
A Buoye
B Cooil
Arne De Keyser
TL Keiningham
Bart Larivière
EC Malthouse
C3
Conference
2013
Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
L Aksoy
A Buoye
B Cooil
Arne De Keyser
TL Keiningham
Bart Larivière
EC Malthouse
C3
Conference
2013
Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
EC Malthouse
L Aksoy
A Buoye
B Cooil
Arne De Keyser
TL Keiningham
Bart Larivière
C3
Conference
2013
Technical and functional service quality as drivers of consumer happiness: the moderating influence of channel usage
Arne De Keyser
Bart Larivière
C3
Conference
2013
2012
Measuring critical performance indicators and customer loyalty: the how matters more than the what!
Arne De Keyser
Bart Larivière
C3
Conference
2012