References of "Delcourt, Cécile"
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See detailEmployee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure
Delcourt, Cécile ULg; Gremler, Dwayne; van Riel, Allard et al

in Journal of Service Research (in press)

Customers often experience intense emotions during service encounters. Their perceptions of how well contact employees demonstrate emotional competence in emotionally charged service encounters can affect ... [more ▼]

Customers often experience intense emotions during service encounters. Their perceptions of how well contact employees demonstrate emotional competence in emotionally charged service encounters can affect their service evaluations and loyalty intentions. Previous studies examining employees’ potential to behave in emotionally competent ways (i.e., employee emotional intelligence [EEI]) have used self- or supervisor-reported scales to predict customer outcomes, presenting EEI as stable and independent of the context. However, service firms should be more concerned with the actual display of emotionally competent behaviors by employees (employee emotional competence [EEC]), because employee behaviors vary across encounters. Moreover, a customer perspective of EEC is useful as customer perceptions of employee performance are crucial predictors of satisfaction and loyalty. Therefore, this study proposes a conceptualization and operationalization of EEC in a service encounter context. On the basis of a comprehensive literature review and in-depth interviews, the authors develop a scale to capture customer-perceived EEC, defined as an employee’s competence in perceiving, understanding, and regulating customer emotions during a discrete service encounter. The scale achieves good reliability and validity. Researchers can use it to explore the role of EEC in service contexts; managers can employ the scale to diagnose EEC and improve customers’ service encounter experiences. [less ▲]

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See detailDo Customers Dare to Share? Exploring Risk Perception and Reduction in Access-Based Services
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Conference (2015, May)

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See detailPour enchanter vos clients ? Enchantez et engagez d’abord vos collaborateurs !
Delcourt, Cécile ULg

Article for general public (2015)

Detailed reference viewed: 15 (1 ULg)
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See detailA Typology of Customer-Perceived Bad News in Service Encounters
Delcourt, Cécile ULg; Gremler, Dwayne; van Riel, Allard et al

in The 14th International Research Symposium on Service Excellence in Management (2015)

Detailed reference viewed: 22 (4 ULg)
See detailShould I Access or Should I Own? Consumers' Perceived risks in Collaborative Consumption
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Scientific conference (2014, November)

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See detailChouette, mon pare-brise est cassé !
Delcourt, Cécile ULg; De Zanet, Fabrice ULg

Article for general public (2014)

Detailed reference viewed: 18 (2 ULg)
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See detailDelivering Bad New in Service Encounters: a Customer Perspective
Delcourt, Cécile ULg; Gremler, Dwayne; van Riel, Allard et al

in SERVSIG (2014, June)

Detailed reference viewed: 7 (0 ULg)
See detailShould I Access or Should I Own? Perceived Risks as Barriers to Usage Intention of Access-Based Consumption
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Scientific conference (2014, April)

Detailed reference viewed: 21 (2 ULg)
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See detailShould I Access or Should I Own? Perceived Risks as Barriers to Collaborative Consumption
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Conference (2014)

Detailed reference viewed: 48 (4 ULg)
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See detailShould I Access or Should I Own?
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Conference (2014)

Detailed reference viewed: 29 (6 ULg)
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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)

Detailed reference viewed: 52 (12 ULg)
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)

Detailed reference viewed: 34 (3 ULg)
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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)

Detailed reference viewed: 15 (4 ULg)
See detailDésolé, vol annulé !
Delcourt, Cécile ULg

Article for general public (2012)

Detailed reference viewed: 7 (3 ULg)