| “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 | 944 | 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 | 518 | 2015 |
| 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 | 445 | 2020 |
| 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 30 (1), 156-183, 2019 | 384 | 2019 |
| 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 | 334 | 2019 |
| 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 | 208 | 2020 |
| 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 | 200 | 2015 |
| How technical and functional service quality drive consumer happiness: moderating influences of channel usage A De Keyser, B Lariviere Journal of Service Management 25 (1), 30-48, 2014 | 165 | 2014 |
| Customer engagement through personalization and customization A Bleier, A De Keyser, K Verleye Customer engagement marketing, 75-94, 2018 | 140 | 2018 |
| Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet TL Keiningham, B Cooil, EC Malthouse, B Lariviere, A Buoye, L Aksoy, ... Journal of Service Management 26 (1), 2-43, 2015 | 93 | 2015 |
| Living and working with service robots: a TCCM analysis and considerations for future research A De Keyser, WH Kunz Journal of Service Management 33 (2), 165-196, 2022 | 88 | 2022 |
| 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 30 (5), 621-649, 2019 | 68 | 2019 |
| Opportunities and challenges of using biometrics for business: Developing a research agenda A De Keyser, Y Bart, X Gu, SQ Liu, SG Robinson, PK Kannan Journal of Business Research 136, 52-62, 2021 | 55 | 2021 |
| Customer intentions to invoke service guarantees: do excellence in service recovery, type of guarantee and cultural orientation matter? Y Van Vaerenbergh, A De Keyser, B Larivière Managing Service Quality: An International Journal 24 (1), 45-62, 2014 | 40 | 2014 |
| Pushing forward the transition to a circular economy by adopting an actor engagement lens K Verleye, A De Keyser, N Raassens, AA Alblas, FC Lit, JCCM Huijben Journal of Service Research 27 (1), 69-88, 2024 | 32 | 2024 |
| Piloting personalization research through data-rich environments: a literature review and future research agenda K Mehmood, K Verleye, A De Keyser, B Larivière Journal of Service Management 34 (3), 520-552, 2022 | 16 | 2022 |
| Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes J Arsenovic, A De Keyser, B Edvardsson, B Tronvoll, T Gruber Journal of Business Research 134, 342-351, 2021 | 14 | 2021 |
| Intellectual property extensions in entertainment services: Marvel and DC comics A Buoye, A De Keyser, Z Gong, N Lao Journal of Services Marketing 34 (2), 239-251, 2020 | 12 | 2020 |
| Blockchain in service management and service research–developing a research agenda and managerial implications M Büttgen, J Dicenta, K Spohrer, V Venkatesh, R Raman, H Hoehle, ... Journal of Service Management Research 5 (2), 71-102, 2021 | 11 | 2021 |
| Understanding and managing the customer experience A De Keyser PhD Series Ghent University. Faculty of Economics and Business Administration, 2015 | 11 | 2015 |
Bart LariviereProfessor of Marketing at KU Leuven + Research Fellow Center for Service Intelligence, GhentVerified email at kuleuven.be
