Arne De Keyser
- Work address
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Tweekerkenstraat 2
9000 Gent - Arne.DeKeyser@UGent.be
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The transformative potential of personalization in a data rich world
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Boosting perceived customer orientation as a driver of patient satisfaction
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- Journal Article
- A1
- open access
Moving the customer experience field forward : introducing the Touchpoints, Context, Qualities (TCQ) nomenclature
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- Conference Paper
- C1
- open access
Making personalization work : a review of 45 years of personalization research and its customer outcomes
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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