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Journal Articles

The sound of progress: AI voice agents in service

Bieke Henkens, Carsten D. Schultz, Arne De Keyser, Dominik Mahr

Journal of Service Management (2026) 37 (1): 1–32.

https://doi.org/10.1108/JOSM-06-2025-0269

Published: 10 September 2025

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Includes: Supplementary data

Journal Articles

Wired for work: brain-computer interfaces’ impact on frontline employees’ well-being

Alexander Kies, Arne De Keyser, Susana Jaramillo, Jiarui Li, Yihui (Elina) Tang, Ihtesham Ud Din

Journal of Service Management (2025) 36 (1): 1–26.

https://doi.org/10.1108/JOSM-03-2024-0098

Published: 26 November 2024

View article titled, Wired for work: brain-computer interfaces’ impact on frontline employees’ well-being

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Journal Articles

Piloting personalization research through data-rich environments: a literature review and future research agenda

Khalid Mehmood, Katrien Verleye, Arne De Keyser, Bart Larivière

Journal of Service Management (2023) 34 (3): 520–552.

https://doi.org/10.1108/JOSM-10-2021-0405

Published: 21 June 2022

View article titled, Piloting personalization research through data-rich environments: a literature review and future research agenda

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Includes: Supplementary data

Journal Articles

Living and working with service robots: a TCCM analysis and considerations for future research

Arne De Keyser, Werner H. Kunz

Journal of Service Management (2022) 33 (2): 165–196.

https://doi.org/10.1108/JOSM-12-2021-0488

Published: 24 February 2022

View article titled, Living and working with service robots: a TCCM analysis and considerations for future research

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Includes: Supplementary data

Journal Articles

Neuroscience in service research: an overview and discussion of its possibilities

Nanouk Verhulst, Arne De Keyser, Anders Gustafsson, Poja Shams, Yves Van Vaerenbergh

Journal of Service Management (2019) 30 (5): 621–649.

https://doi.org/10.1108/JOSM-05-2019-0135

Published: 15 October 2019

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Journal Articles

Frontline Service Technology infusion: conceptual archetypes and future research directions

Arne De Keyser, Sarah Köcher, Linda Alkire (née Nasr), Cédric Verbeeck, Jay Kandampully

Journal of Service Management (2019) 30 (1): 156–183.

https://doi.org/10.1108/JOSM-03-2018-0082

Published: 08 January 2019

View article titled, Frontline Service Technology infusion: conceptual archetypes and future research directions

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Journal Articles

Perceptions are relative: An examination of the relationship between relative satisfaction metrics and share of wallet

Timothy Lee Keiningham, Bruce Cooil, Edward C Malthouse, Bart Lariviere, Alexander Buoye, Lerzan Aksoy, Arne De Keyser

Journal of Service Management (2015) 26 (1): 2–43.

https://doi.org/10.1108/JOSM-12-2013-0345

Published: 16 March 2015

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Journal Articles

How technical and functional service quality drive consumer happiness: Moderating influences of channel usage

Arne De Keyser, Bart Lariviere

Journal of Service Management (2014) 25 (1): 30–48.

https://doi.org/10.1108/JOSM-04-2013-0109

Published: 11 March 2014

View article titled, How technical and functional service quality drive consumer happiness: Moderating influences of channel usage

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The sound of progress: AI voice agents in service

Wired for work: brain-computer interfaces’ impact on frontline employees’ well-being

Piloting personalization research through data-rich environments: a literature review and future research agenda

Living and working with service robots: a TCCM analysis and considerations for future research

Neuroscience in service research: an overview and discussion of its possibilities

Frontline Service Technology infusion: conceptual archetypes and future research directions

Perceptions are relative: An examination of the relationship between relative satisfaction metrics and share of wallet

How technical and functional service quality drive consumer happiness: Moderating influences of channel usage

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