About me

I am an Associate Professor of Marketing at Université catholique de Louvain (UCLouvain), attached to the Louvain Research Institute in Management and Organizations (LouRIM) and the Louvain School of Management (LSM). Before this, I have been a visiting scholar at KU Leuven (Belgium) and Fordham University’s Gabelli School of Business (USA), and a visiting lecturer at KEDGE Business School (France).

I conduct research that lies at the intersection of the fields of digital marketing and service management, and mainly focuses on customer experience with new frontline technologies (e.g., service robots, just walk out stores), customer care and marketing in the sharing economy. Watch a video about my research here (in French).

As Data Ambassador, I actively support open science and responsible research data management, and also engage in both open science and meta-science research. Visit this page to learn more about Open Science at UCLouvain.

My work has appeared in the Journal of Service Research, International Journal of Operations and Production Management, Psychology & Marketing, and Journal of Business Research, among others. I serve on the editorial review board of Journal of Business Research and Journal of Service Management. 

I received my MSc and PhD in Management Science from HEC Liège (Belgium).