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About

Arne De Keyser is a leading voice in service research, whose work illuminates the rapidly evolving intersection of technology and human interaction. His primary research areas focus on frontline service technology infusion, service robots, and the customer experience in automated environments. De Keyser’s major contributions include developing conceptual archetypes for how smart technologies are integrated into service encounters, a framework that has become foundational for scholars and practitioners alike. His highly cited 2019 paper, "Frontline Service Technology infusion," has garnered over 360 citations, underscoring its profound impact on the field. He has also advanced our understanding of service robots through comprehensive reviews and empirical studies, notably his 2022 TCCM analysis of living and working with service robots (over 115 citations). Most recently, his 2024 work on the Service Robot Customer Experience (SR-CX) explores how different AI intelligences—mechanical, thinking, and feeling—shape customer interactions and goal achievement. Through these contributions, De Keyser has not only mapped the current landscape of technology-infused services but also charted critical directions for future research, establishing himself as a pivotal figure in shaping how we understand and design the service encounters of tomorrow.