Arne De Keyser

“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

Bart Larivière, David E. Bowen, Tor W. Andreassen et al. · Journal of Business Research · 2017 · 703 citations · Full text

Customer Satisfaction, Service Research, Service Study +11

Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature

Arne De Keyser, Katrien Verleye, Katherine N. Lemon et al. · Journal of Service Research · 2020 · 386 citations · Full text

Customer Experience, Customer Satisfaction, Consumer Research +26

Frontline Service Technology infusion: conceptual archetypes and future research directions

Arne De Keyser, Sarah Köcher, Linda Alkire et al. · Journal of service management · 2019 · 341 citations

Artificial Intelligence, A A Service, Engineering +19

The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research

Yves Van Vaerenbergh, Dorottya Varga, Arne De Keyser et al. · Journal of Service Research · 2018 · 283 citations · Full text

Customer Satisfaction, Services Management, Disability +20

Frontline encounters of the AI kind: An evolved service encounter framework

Stacey G. Robinson, Chiara Orsingher, Linda Alkire et al. · Journal of Business Research · 2019 · 190 citations · Full text

Artificial Intelligence, Ai Kind, Engineering +11