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

I conduct research that aims to inform managerial decision-making in the area of customer experience management, with particular emphasis on customer care, omnichannel retailing, customer adoption of and experience with new frontline technologies (e.g., artificial agents, just walk out stores), 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 the Academy of Marketing Science, Journal of Service Research, International Journal of Operations and Production Management, Psychology & Marketing, and Journal of Business Research, among others. I serve as an Associate Editor for the Journal of Service Research and Journal of Service Management, and as a member of the Editorial Review Board of the Journal of Business Research. 

In the classroom, I currently teach the following graduate courses at LSM: Research ethics and open science; Business analytics; Customer relationship management; Omnichannel retailing; Digital data analysis; and Market research.

Outside academia, I am a proud father of two and an enthusiast of free jazz, photography, mountain biking, and hiking.