References of "Delcourt, Cécile"
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See detailShould I Access or Should I Own? Perceived Risks as Barriers to Access-Based Consumption
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Conference (2014)

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See detailShould I Access or Should I Own?
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Conference (2014)

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See detailBilan des pratiques de veille stratégique au sein des PME wallonnes
Gretry, Anaïs ULg; Brandt, Céline ULg; Delcourt, Cécile ULg

in Revue Française du Marketing (2013)

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See detailRavir ses clients, une bonne idée ?
Delcourt, Cécile ULg; De Zanet, Fabrice ULg

Article for general public (2013)

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See detailEffects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport
Delcourt, Cécile ULg; Gremler, Dwayne; van Riel, Allard et al

in Journal of Service Management (2013), 24(1), 5-24

Purpose – During service encounters, emotionally competent employees are likely to succeed in building rapport with their customers, which in turn leads to customer satisfaction and loyalty. However, the ... [more ▼]

Purpose – During service encounters, emotionally competent employees are likely to succeed in building rapport with their customers, which in turn leads to customer satisfaction and loyalty. However, the relationship between emotional competence and rapport has not been empirically examined. In the present study, we investigate effects of customer perceived employee emotional competence (EEC) on satisfaction and loyalty. We also examine how and to what extent rapport mediates these effects. Design/methodology/approach – Drawing on the theory of affect-as-information, suggesting that emotions inform human behavior, we develop a structural model and test it on a sample of 247 customers in a personal service setting. Findings – Customer perceptions of EEC positively influence customer satisfaction and loyalty. Rapport partially mediates both effects. Practical implications – The extent to which customers perceive employees as emotionally competent is strongly correlated with the development of rapport, customer satisfaction, and loyalty. Managers of high-contact services should therefore pay attention to emotional competence when hiring new employees, and/or encourage and train existing employees to develop this type of competence. Originality/value – Previous studies have used employee self-reports or supervisor reports of EEC, essentially capturing an employee’s potential to behave in an emotionally competent way. We extend emotional competence theories with a customer perspective: the present study is the first to capture customer perceptions of employees’ emotional competence. [less ▲]

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See detailTwo Decades of Service Marketing Research: Mapping the New Frontiers of the Discipline
Furrer, Olivier; Delcourt, Cécile ULg; Gremler, Dwayne

Conference (2013)

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See detailBilan des pratiques de veille stratégique au sein des PME wallonnes
Gretry, Anaïs ULg; Brandt, Céline ULg; Delcourt, Cécile ULg

Conference (2012, October 12)

Dans le contexte actuel de mondialisation, la turbulence des marchés engendre une concurrence croissante entre les entreprises. En vue d’assurer leur pérennité, il devient essentiel pour les organisations ... [more ▼]

Dans le contexte actuel de mondialisation, la turbulence des marchés engendre une concurrence croissante entre les entreprises. En vue d’assurer leur pérennité, il devient essentiel pour les organisations d’avoir recours à la veille stratégique, et particulièrement la veille concurrentielle à savoir le processus par lequel les organisations collectent des informations sur les concurrents et l’environnement concurrentiel (Wright, Eid & Fleisher, 2009, p.942). L’objectif de la présente recherche est de contribuer, au niveau wallon, à l’aspect quantitatif de la littérature relative à la veille stratégique et d’examiner la relation entre les variables contextuelles (la structure formelle, l’implication du personnel et la culture organisationnelle) et le processus de veille stratégique. Elle vise également à améliorer les pratiques de veille grâce à une meilleure compréhension de l’impact des variables de contexte sur le processus de veille stratégique. A ce titre, 81 dirigeants de PME ont été interrogés sur le processus de veille mis en place au sein de leur société. On constate dans cette première étude belge que la plupart des PME wallonnes n’ont pas recours à un processus de veille stratégique. De plus, concernant l’influence du contexte organisationnel sur le processus de veille, nous avons démontré qu’une meilleure structure formelle, l’implication du personnel ainsi qu’une culture d’entreprise tournée vers la veille stratégique améliorent le processus. Par ailleurs, les entreprises de taille moyenne et celles orientées vers l’innovation ont davantage recours à la veille stratégique que les petites entreprises ou celles avec une stratégie d’imitation. [less ▲]

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See detailLa (r)évolution du Marketing
Delcourt, Cécile ULg

Article for general public (2012)

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See detailDésolé, vol annulé !
Delcourt, Cécile ULg

Article for general public (2012)

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See detailSorry Sir, Your Flight has been Cancelled! The Role of Employee Competencies in Emotionally Charged Service Encounters
Delcourt, Cécile ULg; Gremler, Dwayne; Van Riel, Allard et al

Conference (2012)

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See detailTHE ROLE OF CUSTOMER PERCEIVED EMPLOYEE EMOTIONAL COMPETENCE IN SERVICE ENCOUNTERS
Delcourt, Cécile ULg

Doctoral thesis (2011)

The present dissertation is based on three studies, sharing one common theme: employee emotional competence (EEC). The overall aim of this dissertation is to examine the effect of customer perceptions of ... [more ▼]

The present dissertation is based on three studies, sharing one common theme: employee emotional competence (EEC). The overall aim of this dissertation is to examine the effect of customer perceptions of employee emotional competence on their evaluations of critical service encounters. To achieve this goal, each study builds a theoretical framework and presents empirical assessments of aspects of the issue under consideration. While psychology scholars have conceptualized, measured, and evaluated the impact of EEC in work-related relationships (i.e., internal perspective of EEC), the role of EEC in customer-related relationships (i.e., service encounters) has received little attention by marketing scholars. We argue in this dissertation that a customer perspective of EEC is necessary to examine EEC in such context. Recent studies in the service literature have suggested that EEC could be valuable in service encounters–especially in critical service encounters since customers want employees to recognize the uniqueness of their personal experience (Price et al., 1995b). Given the potential influential role of EEC in a marketing context, researchers have called for further investigation (Kidwell et al., 2011; Verbeke et al., 2008). Therefore, this dissertation approaches the concept of EEC by first focusing on emotional competence (i.e., the actual demonstration of emotionally competent behaviors by the employee) instead of emotional intelligence (i.e., the potential one employee has to demonstrate emotionally competent behaviors). In this respect, we examine customer perceptions–rather than employee perceptions or supervisor perceptions of EEC–since these last measures are subject to important biases and since only customers can evaluate if the employee has actually displayed emotionally competent behaviors during the service encounter. More specifically, the focus is on the exploration of EEC and its effects on customer outcomes. Based on a review of the literature from various disciplines and research streams, comprehensive models are constructed, summarizing theoretical propositions and hypotheses. The first study examines in a field study the impact of customer perceptions of EEC on customer satisfaction and loyalty in high-contact services. The mediating role of rapport is examined. We found that EEC influence both customer satisfaction and loyalty. Rapport mediates both relationships. The second study aims to conceptualize EEC in service encounters and to develop a short, valid, and reliable measure based on that conceptualization. By using a rigorous scale development procedure, we define EEC as customer perceptions of employees’ abilities to perceive, understand, and regulate customer emotions in a service encounter to ensure harmonious encounters. This measure of EEC is strongly related to key customer outcomes such as customer satisfaction. The third study aims to understand in an experimental design the role of EEC compared to employee technical competence (ETC) in emotionally charged service encounters. We found that EEC moderates the relationship between ETC and customer outcomes such as negative customer emotions, rapport, and service encounter satisfaction. When EEC is low, the impact of ETC on those variables is low or even non significant. When EEC is high, ETC strongly influences those customer outcomes. Together, the three studies provide rich insights on the impact of EEC on customer outcomes in a service encounter context. To improve the customer’s experience in service encounters, managers should encourage their contact employees to display emotionally competent behaviors by perceiving, understanding, and regulating customer emotions. When employees have high EEC, the impact of ETC on customers is the highest. Rapport mediates the relationship between EEC and key customer outcomes such as customer satisfaction and loyalty. [less ▲]

Detailed reference viewed: 151 (11 ULg)
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See detailDelivering bad news to customers: The role of employee emotional and technical competences
Delcourt, Cécile ULg; Van Riel, Allard ULg; van Birgelen, Marcel et al

Conference (2011, July)

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See detailL’intelligence émotionnelle au service de la gestion de projet
Delcourt, Cécile ULg

Conference given outside the academic context (2010)

Detailed reference viewed: 7 (1 ULg)
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See detailEMOCOMP! A customer based scale for measuring emotional competences in service employees
Delcourt, Cécile ULg; Van Riel, Allard ULg; van Birgelen, Marcel et al

E-print/Working paper (2010)

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See detailEtre, ou ne pas être... émotionnel
Delcourt, Cécile ULg

Article for general public (2009)

Detailed reference viewed: 3 (0 ULg)
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See detailLINKING CONTACT EMPLOYEE EMOTIONAL INTELLIGENCE TO CUSTOMER PERCEPTIONS
Delcourt, Cécile ULg; Van Riel, Allard ULg; Birgelen, Marcel

Conference (2009)

Contact employees play a critical role in creating favorable customer perceptions. We aim to understand to which extent contact employee emotional intelligence relates to customer perceptions of rapport ... [more ▼]

Contact employees play a critical role in creating favorable customer perceptions. We aim to understand to which extent contact employee emotional intelligence relates to customer perceptions of rapport, and their satisfaction and behavioral intentions. We developed a causal model and tested it with PLS. We found that customer perceptions of contact employee emotional intelligence influence their perceptions of rapport. In turn, rapport influences cognitive and emotional satisfaction. Both types of satisfaction lead to behavioral intentions. In order to improve customer perceptions of rapport, managers could focus on contact employees’ emotional intelligence when hiring and training them. [less ▲]

Detailed reference viewed: 124 (13 ULg)