| “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 | 330 | 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 | 168 | 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 | 102 | 2019 |
| 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 | 102 | 2015 |
| How technical and functional service quality drive consumer happiness: moderating influences of channel usage A De Keyser, B Lariviere Journal of Service Management, 2014 | 84 | 2014 |
| 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 | 67 | 2019 |
| Perceptions are relative TL Keiningham, B Cooil, EC Malthouse, B Lariviere, A Buoye, L Aksoy, ... Journal of Service Management, 2015 | 67 | 2015 |
| Customer engagement through personalization and customization A Bleier, A De Keyser, K Verleye Customer engagement marketing, 75-94, 2018 | 37 | 2018 |
| Customer intentions to invoke service guarantees Y Van Vaerenbergh, A De Keyser, B Larivière Managing Service Quality: An International Journal, 2014 | 26 | 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 23 (4), 433-455, 2020 | 25 | 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 | 18 | 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 | 10 | 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 | 8 | 2014 |
| Customer engagement in technology-based and high-contact interfaces K Verleye, A De Keyser Customer engagement: Contemporary issues and challenges, 137-151, 2016 | 2 | 2016 |
| Understanding and managing the customer experience A De Keyser PhD Series Ghent University. Faculty of Economics and Business Administration, 2015 | 2 | 2015 |
| Intellectual property extensions in entertainment services: Marvel and DC comics A Buoye, A De Keyser, Z Gong, N Lao Journal of Services Marketing, 2020 | 1 | 2020 |
| Boosting perceived customer orientation as a driver of patient satisfaction K Verleye, A De Keyser, S Vandepitte, J Trybou JOURNAL FOR HEALTHCARE QUALITY, 2020 | | 2020 |
Bart LariviereAssociate Professor of Marketing at KU LeuvenVerified email at kuleuven.be
