Expert profile: Cherie N. Keen [ Dr. ]

---

Description:

   Cherie N. Keen (1971) is an Assistant Professor with the Marketing and
   Marketing Research Department. She holds a Master of Arts in consumer
   studies from Syracuse University (USA) and her Ph.D. in consumer
   behavior from Purdue University (USA). As part of her duties at the
   University, she works as a senior researcher and project director for
   MAXX (Maastricht Academic Center for Research in Services), which
   examines current issues for services marketing and call center
   solutions.
          Before coming to the Netherlands, Cherie specialized in call
   center and customer satisfaction research as well as handing the
   management of the Center for Customer-Driven Quality at Purdue
   University. The Center focuses on customer satisfaction, call center
   research, and Web-enabled call centers.
          She has presented several of her research projects at
   multi-disciplinary conferences and authored several papers on call
   centers, Internet research and customer satisfaction. Currently, her
   focus is on technology innovations in call centers, e-commerce,
   customer motivations for contact use, and self-service.

   Room 1.018a; Tel.: +31-(0)43-3883774
     _________________________________________________________________

   Publications

   Keen, C.N., de Ruyter, K.C., Wetzels, M.G.M and Feinberg, R.A. (2000).
   An empirical analysis of consumer preferences regarding alternative
   service delivery modes in emerging electronic service markets.
   International Journal of Service Industry Management. May. Vol. 11,
   No. 2.

   Burgers, A., de Ruyter, K.C., Keen, C.N. and Streukens, S. (2000).
   Customer Expectation Dimensions of Voice-to-Voice Service Encounters:
   A Scale-Development Study.  International Journal of Service Industry
   Management. May. Vol. 11, No. 2.

   Keen, C.N., de Ruyter, K.C., Wetzels, M.G.M and Feinberg, R.A. (2000).
   An empirical analysis of consumer preferences regarding alternative
   service delivery modes in emerging electronic service markets. The
   Quarterly Journal of Electronic Commerce. March. Vol. 1, No. 1.

   Keen, C.N. (2000, February). Web Enabled Call Centers: The Future is
   Calling.  Keynote presentation at the Top Call Center Managers
   Congress, Maastricht, NL.

   Keen, C.N. (1999, December). Human Factors in the Service Industry:
   Role Stress of Call Center Agents.  Presentation at the Wetgeving en
   Human Resource Management voor Call Centers Congress, Amsterdam, NL.

   Keen, C.N. (1999, June). Getting Customers to Switch from Full-service
   to Self-service: what will it take.  Keynote presentation at the
   Society of Consumer Affairs Professionals in Business (SOCAP)
   Indianapolis chapter yearly seminar, Indianapolis, IN.

   Feinberg, R.A., Keen, C.N., Kim, I.S., de Ruyter, K.C. and Wetzels,
   M.G.M. (1999, June). Customer Care Centers as a Critical Element in a
   Customer Satisfaction: Benchmarking Research in the U.S., the
   Netherlands, and Germany. Paper presented at the Academy of Marketing
   Science Biennial World Marketing Congress, Qwara, Malta.