Arne De Keyser
Geciteerd door
Geciteerd door
“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
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
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
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, 2019
How technical and functional service quality drive consumer happiness
A De Keyser, B Lariviere
Journal of Service Management, 2014
Perceptions are relative
TL Keiningham, B Cooil, EC Malthouse, B Lariviere, A Buoye, L Aksoy, ...
Journal of Service Management, 2015
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
Customer engagement through personalization and customization
A Bleier, A De Keyser, K Verleye
Customer engagement marketing, 75-94, 2018
Customer intentions to invoke service guarantees
Y Van Vaerenbergh, A De Keyser, B Larivière
Managing Service Quality: An International Journal, 2014
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, 1094670520928390, 2020
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
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, 2019
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
Customer engagement in technology-based and high-contact interfaces
K Verleye, A De Keyser
Customer engagement: Contemporary issues and challenges, 137-151, 2016
Understanding and managing the customer experience
A De Keyser
PhD Series Ghent University. Faculty of Economics and Business Administration, 2015
Boosting Perceived Customer Orientation as a Driver of Patient Satisfaction.
K Verleye, A De Keyser, S Vandepitte, J Trybou
Journal for Healthcare Quality: Official Publication of the National …, 2020
Intellectual property extensions in entertainment services: Marvel and DC comics
A Buoye, A De Keyser, Z Gong, N Lao
Journal of Services Marketing, 2020
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