Arne De Keyser
Assistant Professor
Marketing
EDHEC Business School
France
Biography
Professor Arne De Keyser completed his Master in Business Economics from Ghent University, Belgium in 2010. He completed his PhD in Applied Economics, Specialization: Marketing from Ghent University in 2015. Dr. Arne De Keyser, worked as Guest Lectures (graduate and undergraduate level)in 2015, He also holds international experience, awards and nominations, conference proceedings, book chapters and publications. His research interests include, Customer Experience Management, Multichannel Management, Service Failure/Recovery Management, Online Complaint Management/Webcare, Digital Marketing & Social Media.
Research Interest
Customer Experience Management, Multichannel Management, Service Failure/Recovery Management, Online Complaint Management/Webcare, Digital Marketing & Social Media.
Publications
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Van Vaerenbergh, Y., De Keyser, A. and Larivière, B. (2014), “Customer Intentions to Invoke Service Guarantees: Do Excellence in Service Recovery, Type of Guarantee and Cultural Orientation Matter?,†Managing Service Quality, 24(1), p. 45-62.
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De Keyser, A. and Larivière, B. (2014), “How Technical and Functional Service Quality Drive Consumer Happiness: Moderating Influences of Channel Usage,†Journal of Service Management, 25(1), p. 30-48.
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De Keyser, A, K. N. Lemon, P. Klaus and T. L. Keiningham (2015), “A Framework for Understanding and Managing the Customer Experience,†MSI Working Paper Series report No. 15-121, Boston (MA).
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Keiningham, T.L., Cooil, B., Buoye, A., Malthouse, E.C., Aksoy, L., De Keyser, A., and Larivière, B. (2015), “Perceptions are Relative: An Examination of the Relationship between Relative Satisfaction Metrics and Share of Wallet,†Journal of Service Management, 26(1), p. 2-43.
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De Keyser, A., Konüş, U. and Schepers, J. (2015), “Multichannel Customer Segmentation: Does the After-Sales Channel Matter? A Replication and Extentions,†International Journal of Research in Marketing, 32(4), p. 453-456.
