Arne De Keyser is Full Professor of Marketing at EDHEC Business School (France). His research focuses on customer experience, service recovery and frontline service technology. Arne has published articles in the Journal of Marketing Research, Journal of Service Research, International Journal of Research in Marketing, Journal of Business Research, Journal of Service Management, Journal of Services Marketing, and the Journal of Service Theory and Practice. His work is also featured by Harvard Business Review. He has won numerous research and teaching awards, including the SERVSIG Best Dissertation Award and the 2019 Journal of Service Research Best Paper Award. Arne serves on the editorial boards of the Journal of Service Research, Journal of Business Research, Journal of Service Management and the Journal of Service Theory and Practice. Next to this, he is also an associate editor for the Journal of Business Research (Service Research track) as well as the Journal of Service Management (Technology track).