Arne De Keyser
- Work address
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Tweekerkenstraat 2
9000 Gent - Arne.DeKeyser@UGent.be
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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
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- Conference Paper
- C1
- open access
A taxonomy of service delivery systems: contrasting the customer and provider perspective
(2016) SERVSIG 2016. -
- PhD Thesis
- open access
Understanding and managing the customer experience
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The quandary of designing integrated service delivery systems: balancing the logics of all involved parties
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It's not your score that matters : the importance of relative metrics
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Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns
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Customer intentions to invoke service guarantees: does excellence in service recovery, type of guarantee, and cultural orientation matter?
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How technical and functional service quality drive consumer happiness Moderating influences of channel usage
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Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
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Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet