Arne De Keyser

Arne De Keyser

Assistant Professor of Marketing at EDHEC Business School





LinkedIn: arnedekeyser


Research Interests:


Customer Experience Management

Multichannel Management

Online Complaint Handling

Digital Marketing & Social Media

Customer Satisfaction & Loyalty





Research Assistant for the course Research Methodology (course responsible: Bart Larivière)


Guest Lectures on Customer Experience Management, Multichannel Management and Survey Methodology




Journal Articles


Keiningham, T.L., Cooil, B., Buoye, A., Malthouse, E.C., Aksoy, L., De Keyser, A., and Larivière, B. (2013), “Perceptions are Relative: An Examination of the Relationship between Relative Satisfaction Metrics and Share of Wallet”, Journal of Service Management, forthcoming.


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.

Winner of the best doctoral services paper-award at the Conference for Positive Marketing 2013.


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.



Book Chapters


Keiningham, T.L, Aksoy, L., De Keyser, A., Larivière, B., Buoye, A., Williams, L. (2014), “It’s Not Your Score That Matters: The Importance of Relative Metrics” in Handbook of Service Marketing Research, Roland Rust and Ming-Hui Huang, eds., Edward Elgar Publishing, Cheltenham, UK.



Honors and awards:


Winner of the 2014 Arizona State University Center for Services Leadership Liam Glynn Research Scholarship Award, 23rd Frontiers in Service Conference (Miami)


Winner of Best Practitioner Presentation Award (Taipe, Frontiers in Service Conference, 2013)

(with Lerzan Aksoy, Alexander Buoye, Bruce Cooil, Timothy Keiningham, Bart Lariivère, and Edward Malthouse)


Winner of the best doctoral services paper-award at the 2nd Conference for Positive Marketing (NY, Fordham University)

(with Bart Larivière)





Ad-Hoc Reviewer Journal of Service Management


Reviewer American Marketing Association (AMA) – Summer Conference 2014